Service Management Specialist

3 semanas atrás

Greater São Paulo Area, BR Edenred Brasil Tempo inteiro

Take a step forward and let Edenred surprise you.

Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.

We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.


Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.



Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.

We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.



About the role:


This role will be executing the Incident and Problem Management tasks, working with all stakeholders around the world, and ensuring the processes are being followed. The role will work with a variety of stakeholders from multiple technical domains such as Networks, Cloud, Infrastructure, ITSM Tools, Monitoring tools, and Business Applications. Support will be provided to ensure continuous improvement of the workflows and ways of working.



Main Responsabilities:


  • Leader for Critical/Major Incidents, managing the crisis calls and ensuring the services are recovered as soon as possible, to minimize the impact on business.
  • Maintains all stakeholders updated on the incidents' progress and registers all relevant details during the crisis call, to support the post-mortem analysis.
  • Main point of contact for any concerns raised by stakeholders concerning ongoing Critical/Major incidents, interacting with different levels of management within the organization.
  • Handles escalations with internal or external teams.
  • Conducts the Root Cause Analysis meetings with the technical teams, identifies and provides recommendations to prevent incidents from recurring, as well as for improvements in internal ways of working, to maximize the team's effectiveness during incidents troubleshooting.
  • Follow-up on the Problem Management recommendations with the stakeholders, to ensure proper and timely completion.
  • Works collaboratively with technical teams from Global Technology and local Business Units to ensure adherence to the Global Service Management Processes.
  • Facilitates and leads recurring operational meetings on ongoing matters related to Incident & Problem Management areas.
  • Provides appropriate reporting and data to stakeholders, supporting the governance meetings.
  • The role will be part of the Global Service Management team located in Romania, Mexico, and Brazil with a focus on ensuring stakeholders in Americas receive the appropriate support.



Experiences needed:

  • At least 5 years of experience working within Service Delivery in an IT or Telecom environment.
  • At least 2 years of hands-on experience with Incident and Problem Management processes.
  • Excellent communication ability in English
  • Ability to communicate with Spanish speakers
  • Appropriate Stakeholder management skills.
  • Ability to present technical information in a common language.
  • Ability to work well under pressure.
  • Good analytical skills.
  • Availability to cover on-call shifts outside of regular business hours.



Technical Knowledge / Certifications

  • ITIL or similar framework knowledge (Certification is a plus);
  • Basic IT Infrastructure Knowledge

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