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Remote Operations information

How does a remote operations professional typically collaborate with on-site teams to ensure smooth workflows?

Remote Operations professionals often rely on digital communication tools such as project management software, instant messaging, and video conferencing to stay aligned with on-site teams. They attend regular virtual meetings, share updates in real time, and document processes meticulously to bridge the physical gap. Building strong relationships and maintaining clear, proactive communication are essential to ensure that operational goals are met seamlessly, despite location differences. This collaborative approach helps prevent misunderstandings and keeps projects running efficiently.

What are the key skills and qualifications needed to thrive in remote operations, and why are they important?

To excel in Remote Operations, strong analytical abilities, operational coordination experience, and relevant educational background in operations, logistics, or a related field are essential. Familiarity with digital communication platforms, remote monitoring tools, and project management software is typically required. Exceptional time management, problem-solving, and self-motivation are standout soft skills for this role. These skills ensure effective oversight, seamless coordination, and high productivity when managing operations from a distance.

What is the difference between Remote Operations vs Remote Customer Support?

AspectRemote OperationsRemote Customer Support
Primary RoleOversees business processes, logistics, and operational workflows remotelyAssists customers with product or service inquiries remotely
Required SkillsProcess management, communication, problem-solvingCommunication, empathy, product knowledge
Work EnvironmentTypically involves coordination with teams, data analysis, and planningCustomer interaction via chat, email, or phone
Common CertificationsBusiness administration, project managementCustomer service certifications, communication skills

Remote Operations focuses on managing business processes and workflows remotely, while Remote Customer Support centers on assisting customers directly. Both roles require strong communication skills but differ in daily tasks and skill sets. Understanding these differences helps job seekers find the right remote role aligned with their skills and career goals.

What are remote operations?

Remote operations refer to managing and executing business functions or processes from a location outside of a traditional office, often utilizing digital tools and communication platforms. In roles like remote operations management, employees coordinate tasks, oversee workflows, and ensure efficiency without being physically present at a central site.

Who is the best company to work for remotely?

There is no definitive best company for remote operations roles, as it depends on factors like company culture, industry, and job requirements. Many organizations across technology, customer service, and marketing sectors offer remote positions with competitive benefits and flexible schedules. Job seekers should research company reviews, remote work policies, and role-specific expectations to find the best fit.

What are the most commonly searched types of Operations jobs in Puerto Rico?

The most popular types of Operations jobs in Puerto Rico are:

What are popular job titles related to Remote Operations jobs in Puerto Rico?

For Remote Operations jobs in Puerto Rico, the most frequently searched job titles are:

What job categories do people searching Remote Operations jobs in Puerto Rico look for?

The top searched job categories for Remote Operations jobs in Puerto Rico are:

Remote Operations jobs near you
Infographic showing various Remote Operations job openings in Puerto Rico as of August 2026, with employment types broken down into 56% Full Time, and 44% Part Time. Highlights an 100% Remote job distribution.

IT Request and Backlog Management Analyst (Puerto Rico)

Collins Aerospace

Santa Isabel, PR • Remote

Full-time

Medical, Life, Retirement

Re-posted 22 days ago

Collins Aerospace rating

8.4

Company rating: 8.4 out of 10

Based on 251 frontline employees who took The Breakroom Quiz

33rd of 72 rated aerospace companies

Job description

Date Posted:

2026-06-24

Country:

United States of America

Location:

US-PR-SANTA ISABEL-B1 ~ Felicia Industrial Park - St B1 ~ BLDG 1

Position Role Type:

Remote

U.S. Citizen, U.S. Person, or Immigration Status Requirements:

U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Security Clearance:

None/Not Required

RTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA.

The following position is to join our RTX Enterprise Services team in Santa Isabel, Puerto Rico:

An ITSM Request and Backlog Management Analyst supports daily outcomes, trending and analytics related to IT service management processes—specifically Incident, Request, and Service Level Management—to ensure operational efficiency, SLA compliance, and process adherence. They analyze the backlog of IT tasks and lead continual service improvement to enhance service quality.

What You Will Do

  • Request & Backlog Management: Triage, route, and prioritize service requests and incident tickets; maintain backlog health, ensuring aging items are addressed.
  • SLA Compliance & Monitoring: Monitor ticket queues to ensure compliance with SLAs (Service Level Agreements) and OLAs (Operational Level Agreements).
  • ITSM Process Support: Support ITIL processes (Incident, Problem, Change, etc.) by facilitating analytics or trends and workflows and ensuring documentation standards are met.
  • Performance Reporting: Analyze trends and produce regular metrics/dashboards to report to leadership on ticket volume, SLA performance, and service quality.
  • Continuous Improvement: Identify bottlenecks in IT workflows and implement improvements to increase operational.
  • Stakeholder Collaboration: Act as a liaison between end-users and technical teams (Tier 1-3) to ensure timely resolution of issues.
  • This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.

Qualifications You Must Have

  • A Bachelor's Degree or equivalent experience and minimum 8 years prior experience in IT, or an Advanced Degree in a related field and minimum 5 years experience.
  • Experience with ITIL frameworks, specifically in Request Fulfillment or Service Level Management.
  • Proficiency in ITSM platforms like ServiceNow.
  • Experience with ServiceNow Performance Analytics and Report Designer.
  • Strong understanding of methodologies related to backlog refinement and burn down.
  • Analytical skills to drive data-driven process improvements and reporting.
  • Proficiency in developing and applying KPIs, Service Level Agreements (SLAs), and IT operations metrics.
  • Experience with using AI tools (Now Assist, Copilot) to support rapid analytics of ITSM data.

Qualifications We Prefer

  • Experience in process optimization, automation, or documentation management.
  • Knowledge of ITIL (Information Technology Infrastructure Library) best practices or related certifications.
  • Experience with ITIL Service Catalog Management.
  • Experience with Power BI.
  • Experience with IT Service Management tools (e.g., ServiceNow, Remedy).
  • Ability to convey technical information to non-technical stakeholders clearly.
  • Experience working remotely with geographically distributed teams across multiple time zones.

What We Offer

Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

Learn More & Apply Now!
Location: This position is remote. However, the successful candidate must be currently living in Puerto Rico.

Please consider the following role type definition as you apply for this role:
Remote: This position is currently designated as remote. Employees who are working in Remote roles will work primarily offsite (from home). The employee may be expected to travel to the Santa Isabel site location as needed.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

Privacy Policy and Terms:

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About Collins Aerospace

Sourced by ZipRecruiter

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers' toughest challenges and to meet the demands of a rapidly evolving global market.

Industry

Aviation

Company size

10,000+ Employees

Headquarters location

Charlotte, NC, US

Year founded

2018

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