At **Logicalis Spain** we are looking for a **Service Support Coordinator (Technical Level N2)** to join one of our clients in the insurance sector. The selected candidate will be responsible for coordinating the daily operation of the support team, supervising proper incident management, and ensuring compliance with service level agreements (SLAs). In addition to coordination responsibilities, the role requires technical ability to analyze complex incidents, perform level 2 support actions, and actively contribute to continuous improvement of service processes and tools. **Main Responsibilities:** * Coordinate and supervise the daily work of the N1 and N2 support teams, ensuring correct task assignment and prioritization. * Monitor and control incidents recorded in JIRA, guaranteeing their proper management, escalation, and resolution within established timeframes. * Directly participate in resolving level 2 technical incidents, collaborating with specialized teams when necessary. * Analyze service metrics, identify trends, and propose improvements in processes, documentation, and automation. * Act as the technical and organizational point of contact with the client and internal teams. * Ensure runbooks, technical procedures, and operational documentation are kept up to date. * Collaborate with infrastructure and development teams to identify recurring incidents or environment improvements. * Support training and technical development of the support team, promoting collaboration and continuous improvement. * **Technical Requirements:** * Minimum of 3 years of experience in technical support, systems administration, or DevOps environments. * At least 1 year in coordination or technical leadership roles. * Solid knowledge in: Cloud environments (AWS, AZURE, GCP); JIRA (advanced incident management, reporting, workflows); Jenkins (pipelines, CI/CD, basic troubleshooting); GitHub (repository management and version control); Ansible (task automation and deployments); Cloud environments (AWS, Azure or GCP) – intermediate level; Angular (functional understanding for support or coordination with development). * Strong technical foundation in operating systems, networking, and monitoring or observability tools (Dynatrace, Grafana, CloudWatch, etc.). * B2 or higher level of English, both written and spoken. * Desirable: Prior experience coordinating support services in insurance, financial, or corporate environments. * Skills in operational reporting, performance metrics, and SLA monitoring. * Knowledge of ITIL methodologies and additional automation or ticketing tools. **Working Hours: rotating shifts** Monday to Thursday, from 08:00 to 17:30; Friday from 08:00 to 15:00 **Work Mode:** 100% remote **Client Location:** Madrid **WHAT DO WE OFFER?** Logicalis Spain is an international group with over 20 years of experience in the IT sector, involved in large-scale projects and services in Data Centers, Cybersecurity and Analytics. * Stable position. * Dynamic and collaborative work environment. * Continuous training and involvement in improving processes, tools, and operational practices. * Online language classes to improve conversation skills. * Birthday free day * Possibility to access flexible compensation plans (meal card, transportation card, and childcare card) * Private medical insurance and Wellhub * Employee-only discount portal