IT Service Operations Analyst

2 semanas atrás

João Pessoa, Brasil Newfold Digital Tempo inteiro

Overview

Our firm, a leading provider of innovative Internet-based solutions to small and medium-sized businesses, is looking for a dynamic, energetic, and bright individual to join our Technical Operations team. This is a tremendous and unique opportunity to join a nimble global company that has achieved significant scale over the past fifteen years, yet still possesses enormous growth potential. You will play an instrumental role in achieving this growth while helping to ensure performance and stability of our product infrastructure.

Responsibilities
  • Monitoring server infrastructure, bandwidth utilization, and website uptime through various monitoring applications and action alerts following the agreed OLA.
  • Manage and drive restoration efforts for IT incidents by guiding technical teams to execute timely resolutions and escalating as appropriate to meet service levels.
  • Coordinate and manage communication bridges during incidents; maintain bridge commander presence throughout the event.
  • Provide timely, succinct, and clear written and verbal communication to all stakeholders during internal crisis events and shift transitions.
  • Manage ticket lifecycle of all major incidents in accordance with the incident and problem management process flow.
  • Schedule and drive postmortem meetings, facilitate communication between technical and business stakeholders regarding lessons learned and root cause analysis, and document future action items.
  • Track, report, and manage follow-up actions for timely closure, including procedures, processes, training, technology, and people actions to improve services.
  • Review all scheduled changes and ensure activities align with standards, including start/end times, affected components, user impact, rollback time, and procedures.
  • Identify potential problems based on defined criteria and propose new problems for review.
Skills & Qualifications
  • Willingness to work in rotational shifts including night shifts and weekends; 24x7 operation.
  • Team player with the ability to support and mentor colleagues; capable of liaising with different functional groups and business units.
  • Strong written and spoken English communication skills; ability to translate messages for all levels and to produce concise internal communications after outages or crises.
  • Experience in IT Service Management, especially Incident, Change, and Problem Management. Exposure to monitoring networks, servers, and infrastructure services; hands-on experience with ServiceNow, MS Tools, Grafana, Jira is desirable.
  • Excellent knowledge of ITSM best practices (ITIL or equivalent programs such as COBIT, PRINCE2).
  • Methodological mindset for evaluating and implementing process or technology changes to achieve measurable business benefits.
  • Problem solver who uses curiosity and systematic approaches to find resolutions.
Why you’ll love us
  • We offer a 100% remote position with a monthly home office allowance and additional allowances for office needs.
  • Meal or Food vouchers and health benefits are provided.
  • Health and dental insurance with no co-payment for employees.
  • Well-being program including Telemedicine.
  • Pet health insurance through a partner program.
  • Life insurance and free website hosting.
  • Merit and promotion opportunities through an annual cycle.
Additional Details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: Software Development
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