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Service Delivery Coordinator

15 minutes ago
Mexico
Full-time
Junior
Customer Support
Customer and Technical Support
LLM SQL Tableau
Apply Now
Roboyo

Roboyo

Roboyo is a global leader in Intelligent Automation services, empowering businesses with cutting-edge automation solutions to drive transformative value and operational excellence.

Electrical Equipment
251-1K
$25M raised
View All Jobs 7

Description

  • Ensure service level commitments are met during active shifts and maintain high customer satisfaction.
  • Oversee ticket dashboards, assign and escalate requests, and prevent SLA breaches.
  • Monitor incoming tickets and alerts and drive rapid prioritization and resolution.
  • Work L2 tickets directly and support L1 agents to remove bottlenecks.
  • Track escalation timelines and route issues to the appropriate service level when needed.
  • Coordinate shift handovers with managers and leads and direct team work during downtime.
  • Support agents and engineers with guidance, validation, and escalation assistance.
  • Maintain accurate ticket updates, documentation, status tracking, and follow-up timelines.
  • Review real-time team progress and performance and take corrective action when risks arise.
  • Log into client systems and verify monitoring tools and environment status proactively.

Requirements

  • 2–4 years of experience in a technical/service desk support role with incident or shift coordination exposure.
  • Bachelor's degree in Computer Science, Information Technology, Engineering, a related technical field, or equivalent practical experience.
  • Strong real-time issue prioritization, triage, and delegation skills.
  • Strong L2-level diagnostic and troubleshooting ability across automation and infrastructure platforms.
  • Proficiency with ticketing tools, escalation workflows, and SLA monitoring dashboards.
  • Excellent collaboration, mentoring, and escalation skills during shifts.
  • Strong attention to detail for documentation, quality assurance, and test plan validation.
  • High accountability and ownership in managed services delivery.
  • Experience with automation technologies such as RPA, UiPath, Blue Prism, or Automation Anywhere is a strong advantage.
  • Experience with databases, SQL, Tableau, Microsoft Power BI, process consulting, ITIL, IT support, or IT implementation projects is preferred.
  • Exposure to AI-driven automation, Agentic AI concepts, LLMs, AI agents, LangChain, prompt engineering, or AI workflow automation is a plus.

Benefits

  • Tailored development plan with career coaching.
  • Regular feedback and openness to new ideas.
  • International career and project opportunities.
  • Structured training courses in intelligent automation.
  • Work with international and cross-cultural teams.
  • 100% payroll plus legal benefits.
  • Work from home.
  • 30-day Christmas bonus.
  • 16 vacation days plus 1 economic day per year.
  • Grocery coupons, savings fund, home office stipend, major medical insurance, life insurance, and training/certifications.

Interested in this position?

Apply directly on the company website

Apply Now

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