Service Management Engineer

Responsibilities

• Act as the first point of contact for Event Management to resolve problems and answer queries
• Coordinate daily team response to regular committed work and operational tasks
• Maintain operational hygiene of assigned systems, including user account and permission reviews
• Monitor and triage events, ensuring incidents are correctly logged, categorized, and escalated
• Support proactive identification and remediation of potential service issues
• Contribute to long-term monitoring and event management strategies
• Assist with documentation of processes, reporting, and continuous improvement initiatives
• Collaborate with ITSM, Operations, and Service Delivery teams

Requirements

• In-depth understanding of the LogicMonitor platform
• Experience with deployment and maintenance of N-able N-sight RMM agents and dashboard
• Proven experience leading peers in implementing changes and troubleshooting monitoring platforms
• Skilled in designing and maintaining daily operational checklists
• Strong knowledge of internal IT processes and ITSM practices

Preferred Qualifications

• LMCA certification
• Understanding of ITIL best practices (Event, Incident, and Problem Management)
• Experience working within an IT support or operations environment

About the Company

Telefónica Tech is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 employees. We serve more than 5.5m customers every day in over 175 countries, providing services across Cloud, Data & AI, Enterprise Applications, Workplace Services, and Cyber Security & Networking.