Support Master

Accountabilities

• IT Support and Operations Management:Lead and coordinate application support and IT operations, ensuring service continuity, operational stability, and alignment with business priorities.

• Support Process Design and Optimization:Design, implement, and restructure application support processes, establishing effective operating models and ensuring smooth transitions of systems into production support.

• ITIL Service Management:Apply ITIL best practices across incident, problem, change, service request, service-level, and knowledge management processes to improve service quality and operational efficiency.

• Service-Level Management:Define, implement, and monitor Service-Level Agreements (SLAs) and Operational-Level Agreements (OLAs), ensuring clear service expectations, accountability, and performance standards.

• Operational Performance Monitoring:Establish and track key performance indicators, including Mean Time to Resolution (MTTR), backlog volume, and ticket aging. Develop and maintain management dashboards to identify trends, risks, and improvement opportunities.

• Vulnerability Management:Oversee vulnerability management processes, prioritizing remediation activities based on criticality, defining correction timelines, and coordinating with information security teams to mitigate risks.

• ITSM Tools and Process Governance:Leverage IT Service Management platforms to streamline workflows, improve service visibility, and ensure consistent execution of operational processes.

• Stakeholder Collaboration:Work closely with technical teams, business stakeholders, and client representatives to resolve operational challenges, communicate service performance, and implement continuous improvement initiatives.

• Continuous Improvement:Identify opportunities to enhance support efficiency, strengthen governance, reduce recurring incidents, and improve the overall user and client experience.

Requirements:

• Education:Bachelor's degree in Information Technology, Engineering, or a related field.

• IT Operations Experience:Extensive experience in IT, particularly in application support, IT operations leadership, or IT service management within complex enterprise environments.

• Support Model Design:Proven experience designing or restructuring application support processes, including transitioning systems and services into operational support.

• ITIL Expertise:Strong command of ITIL practices, including incident, problem, change, service request, service-level, and knowledge management.

• Service-Level Management:Demonstrated experience defining and managing SLAs and OLAs, establishing operational KPIs, and developing performance dashboards.

• Operational Metrics:Ability to analyze and interpret service performance indicators such as MTTR, backlog, and ticket aging to identify bottlenecks and drive measurable improvements.

• Vulnerability Management:Knowledge of vulnerability management lifecycles, including risk-based prioritization, remediation deadlines, and collaboration with information security teams.

• ITSM Platforms:Hands-on experience with IT Service Management tools such as ServiceNow or Jira Service Management.

• Enterprise and Consulting Experience:Experience working in consulting environments or supporting large enterprise clients. Experience in the financial services or insurance sectors is highly desirable.

• Analytical and Problem-Solving Skills:Strong analytical thinking, organizational skills, and the ability to assess complex operational challenges and develop practical solutions.

• Communication and Leadership:Excellent stakeholder management, communication, and collaboration skills, with the ability to coordinate teams, manage expectations, and drive process improvements.

• Location and Work Arrangement:Must be based in Brazil. The role is remote; however, candidates residing in the Campinas Metropolitan Region are required to attend local offices in accordance with the applicable attendance policy.

Benefits:

• Comprehensive medical and dental insurance.

• Food and meal vouchers.

• Childcare assistance.

• Extended parental leave.

• Access to fitness facilities and health and wellness professionals through Wellhub and TotalPass.

• Profit-sharing program (PLR).

• Life insurance.

• Access to a continuous learning platform and professional development resources.

• Employee discounts through a dedicated benefits club.

• Free online resources focused on physical health, mental well-being, and overall wellness.

• Courses supporting pregnancy, parenthood, and responsible parenting.

• Partnerships with online learning platforms.

• Access to language-learning platforms.

• Additional employee benefits, learning opportunities, and wellness initiatives.