Track Lead - Desk Side Services, AMT Asset Management Software
Colombia
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Job Description
Track Lead - Desk Side Services, AMT Asset Management Software
Bogota D.C., Distrito Capital de Bogotá

Job Summary

Leading incident, problem, and escalation management across regions. • Lead the end-to-end service management for eCommerce and Digital platforms. • Act as the operational owner of incidents, problems, and escalations (P1–P3) across the region. • Coordinate and facilitate war rooms, incident calls, and executive follow-ups. • Ensure clear, timely, and consistent communication to business and technology stakeholders. • Ensure SLA/KPI compliance and ticket quality. • Define and execute operational routines (daily checks, weekly reviews, executive reporting). • Work closely with Product, SRE, Infrastructure, and Global Support (L2/L3). • Prepare and lead operations during Peak Season and high traffic events. • Identify operational risks, critical dependencies, and improvement opportunities. • Drive Service Management standards, ownership, and accountability. Support onboarding, training, and alignment processes with business and technical teams. • Coordinating with Business, Product, SRE, Infra, Engineering, Global Support Teams. • Ensuring SLA and KPI compliance, ticket quality, backlog hygiene, and operational reporting. • Executing Peak Season operational readiness and risk mitigation. • Driving continuous improvement and service maturity. • Bilingual: Spanish (Native), English (+70%)

Key Responsibilities

Leading incident, problem, and escalation management across regions. • Lead the end-to-end service management for eCommerce and Digital platforms. • Act as the operational owner of incidents, problems, and escalations (P1–P3) across the region. • Coordinate and facilitate war rooms, incident calls, and executive follow-ups. • Ensure clear, timely, and consistent communication to business and technology stakeholders. • Ensure SLA/KPI compliance and ticket quality. • Define and execute operational routines (daily checks, weekly reviews, executive reporting). • Work closely with Product, SRE, Infrastructure, and Global Support (L2/L3). • Prepare and lead operations during Peak Season and high traffic events. • Identify operational risks, critical dependencies, and improvement opportunities. • Drive Service Management standards, ownership, and accountability. Support onboarding, training, and alignment processes with business and technical teams. • Coordinating with Business, Product, SRE, Infra, Engineering, Global Support Teams. • Ensuring SLA and KPI compliance, ticket quality, backlog hygiene, and operational reporting. • Executing Peak Season operational readiness and risk mitigation. • Driving continuous improvement and service maturity. • Bilingual: Spanish (Native), English (+70%)

Skill Requirements

Leading incident, problem, and escalation management across regions. • Lead the end-to-end service management for eCommerce and Digital platforms. • Act as the operational owner of incidents, problems, and escalations (P1–P3) across the region. • Coordinate and facilitate war rooms, incident calls, and executive follow-ups. • Ensure clear, timely, and consistent communication to business and technology stakeholders. • Ensure SLA/KPI compliance and ticket quality. • Define and execute operational routines (daily checks, weekly reviews, executive reporting). • Work closely with Product, SRE, Infrastructure, and Global Support (L2/L3). • Prepare and lead operations during Peak Season and high traffic events. • Identify operational risks, critical dependencies, and improvement opportunities. • Drive Service Management standards, ownership, and accountability. Support onboarding, training, and alignment processes with business and technical teams. • Coordinating with Business, Product, SRE, Infra, Engineering, Global Support Teams. • Ensuring SLA and KPI compliance, ticket quality, backlog hygiene, and operational reporting. • Executing Peak Season operational readiness and risk mitigation. • Driving continuous improvement and service maturity. • Bilingual: Spanish (Native), English (+70%)

Other Requirements

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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.