Information Technology Solutions Specialist

Há 5 dias

Guararema, Brasil beBeeTechnicalOperations Tempo inteiro R$4.500 - R$7.500

**Job Summary:**

We are seeking an experienced IT professional to join our team as a Technical Operations Specialist. This role will be responsible for providing Tier 2 support for Mars Infrastructure using ITIL processes during the Americas shift.

The successful candidate will engage technical teams to resolve Major Incidents, lead crisis calls, and release global communications to segments and the IT community.

Key Responsibilities:

  • Provide Tier 2 support for Mars Infrastructure using ITIL processes during the Americas shift.
  • Engage technical teams to resolve Major Incidents, lead crisis calls, and release global communications to segments and the IT community.
  • Hold Post-Incident Reviews (PIRs) and document outcomes for all major incidents, with formal PIR meetings required for significant cases.
  • Guarantee internal escalation protocol utilization when IT Operations leadership involvement is required.

Additionally, responsibilities include responding to event management by processing alerts according to priority, avoiding business disruption or impact; collaborating with third-level support to improve resolution rates; supporting premium support for executive members (ECS); and maintaining knowledge documentation.

**Requirements:**

  • Undergraduate degree in MIS or Computer Science.
  • ITIL Certification or thorough understanding of ITIL principles.
  • Advanced-level professional experience in information technology and digital areas.
  • Strong customer orientation, self-reliance, personal integrity, and emotional stability.
  • Excellent verbal and written communication skills in English.
  • Familiarity with ITIL, ServiceNow, Microsoft servers, business products, routers, LAN, IPT, and WAN systems.
  • Knowledge of SAP, UNIX, Oracle, Data Analytics, Machine Learning, Agile, and Design Thinking techniques an advantage.
Benefits:

This role offers a unique opportunity to work with a dynamic team and contribute to the success of our organization. The ideal candidate will have excellent communication skills, a strong work ethic, and a passion for delivering high-quality results.

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