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IT Infrastructure and Support Specialist

1 semana atrás

Brasília, Distrito Federal, Brasil Vista Global Tempo inteiro
Vista Group delivers comprehensive technology solutions across all brands, playing a vital role in the group's operations. Our end-to-end and click-to-flight solutions seamlessly integrate global operations, leveraging AI and machine learning to optimize pricing and fleet movement.

As a Global Application Support Team Leader, you will collaborate with IT Technicians, Developers, IT Infrastructure Specialists, Product Managers, and Senior IT Management. This role emphasizes leadership, problem-solving, and technical skills while adhering to ITIL principles in a fast-paced, global IT environment.

Key Responsibilities:
  • Manage team schedules, including rotas, on-call, weekend, and holiday coverage.
  • Oversee onboarding and offboarding of new team members and ensure a seamless transition.
  • Serve as the main escalation point for Level 1 & 2 support issues, collaborating with Level 3 support when necessary.
  • Lead weekly team warm up calls and contribute with the Priority meetings to ensure effective ticket prioritization.

Technical Requirements:
  • 5+ years in Application Support, System Analyst, Development or QA roles, especially in environments requiring rigorous problem-solving and issue resolution.
  • Bachelor's degree in computer science, information technology, or a related field is required.
  • ITIL 4 foundation certification preferred.
  • Practical experience in setting up and managing automation tools (e.g., RPA tools like UiPath, BluePrism, Pipefy) and testing frameworks (e.g., Cucumber/Selenium).
  • Proficient with cloud platforms (AWS, Azure) and monitoring systems (Datadog, Grafana, Kibana).
  • Proficiency in Incident and Problem Management.
  • Extensive experience in Ticketing Management systems to efficiently handle and prioritize support tickets and user inquiries.