Service Management Analyst (Remote)

About the role

Atlas Technica, which provides IT management, user support and cybersecurity for hedge funds and other investment firms, is hiring a Service Management Analyst. The role reports to the Manager, Service Management and is a full-time international contractor position, remote from Lima, Peru, with a 9:00 AM - 6:00 PM Eastern Time schedule. It is client-facing and focuses on improving service performance, driving accountability and coordinating cross-functional resolution of incidents, problems, risks and service-improvement initiatives.

Key responsibilities

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions and backlog reduction
• Identify recurring incidents and trends, and coordinate Problem Management follow-through
• Facilitate Root Cause Analyses with complete, client-ready documentation
• Support Major Incident Management with the Incident Response Manager, including resource coordination, incident bridges, timelines and escalation of communication risks
• Monitor client service health, SLAs, KPIs, CSAT and backlog trends to spot emerging risks
• Prepare and lead client Quarterly Business Reviews
• Own and drive Service Improvement Plans and corrective-action initiatives
• Deliver accurate service reporting and dashboards, and support audit preparation, compliance reviews and process adherence checks
• Track adherence to ITIL-aligned processes and help build playbooks, SOPs, knowledge-base content and training materials
• Coordinate across NOC, Support, Onboarding, Service Operations and other teams, and communicate service status and risks to clients and stakeholders

Required profile

• 2-5 years of experience in service delivery, IT operations, service management or a related operational role
• Bachelor's degree or equivalent relevant professional experience
• Ability to work remotely from Kyiv, Ukraine while keeping the 9:00 AM - 6:00 PM Eastern Time schedule

Required skills

• Working knowledge of ITIL practices (Incident, Problem, Change Management and continual service improvement)
• Experience with Major Incident Management and Root Cause Analysis documentation
• ITSM, ticketing, reporting, dashboard or data-visualization platforms
• Analytical and reporting skills, with clear communication to technical and non-technical audiences

Desirable: experience in a managed service provider or multi-client environment, familiarity with ConnectWise Manage, audit and compliance support, QBR presentation experience, Power BI or Excel dashboards, and experience with globally distributed teams.