This position is only accepting applicants already located in Costa Rica.

Why WWT?

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits, and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, World Wide Technology (WWT), a global technology solutions provider leading the AI and Digital Revolution, with $20 billion in annual revenue, combines the power of strategy, execution, and partnership to accelerate digital transformational outcomes for large public and private organizations around the world. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps customers and partners conceptualize, test, and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution, and integration capabilities.

• Provide operational oversight to multiple D2OS clients.
• Serve as the primary customer-facing representative for assigned clients in daily operations.
• Attend all internal and external meetings related to assigned clients.
• Participate in the onboarding of new clients to operational readiness.
• Utilize ITIL Service Management practices, including Incident, Change, Request, and Problem Management.
• Review daily incidents, changes, requests, problems, and D2OS monitoring tools for assigned clients.

• Monitor SLA/SLT/SLO measurements to ensure daily compliance for assigned clients.
• Prepare and conduct weekly operations meetings for all assigned D2OS clients.
• Prepare and present operational reports for monthly and quarterly meetings.
• Work with the Senior Operations Management team to ensure Engineers and Architects have the proper skillsets to support D2OS clients.
• Manage escalation bridges for critical incidents for D2OS clients.
• Create and present Root Cause Analysis for all critical incidents in collaboration with the technical support team.
• Generate D2OS reporting and Key Performance Indicators.
• Work closely with and support Process and Compliance leadership.
• Create and update documentation, including Standard Operating Processes and Procedures.
• Train new employees on D2OS processes.
• Build, develop, and maintain OEM and vendor relationships as needed.
• Participate in an on-call rotation as the Service Delivery Escalation point 24 x 7 for all D2OS operational issues.

• Bachelor's Degree in Business, IT, or related field, or equivalent experience.
• ITIL certification is highly desirable.
• 5+ years of experience in Incident Management, Request Management, Problem Management, or Crisis Management.
• Exposure to technology projects and project management is a plus.
• Advanced skills in MS Office applications, including Excel, Word, OneNote, and Outlook.
• Experience with ServiceNow, Microsoft Teams, and SharePoint is a plus.
• Excellent documentation skills and attention to detail.
• Ability to communicate effectively with customers and co-workers.
• Ability to work both independently and in a team environment.
• Strong problem-solving, customer service, and conflict de-escalation skills.
• Strong communication skills (written, verbal, and presentation).

• Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program.
• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement.
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement.
• Additional Perks: Employee Assistance Program, Employee Discount Program, and more!