Incident Resolution Specialist

1 dia atrás

São Francisco de Assis, Brasil beBeeIncident Tempo inteiro R$9.000 - R$12.000
Incident Resolution Expert

We are seeking a highly skilled expert to join our team in resolving incidents efficiently. As an incident resolution specialist, you will be responsible for analyzing and resolving incidents within our IT services by following established processes.

Your key responsibilities will include:

  • Analyzing, troubleshooting, logging, and categorizing incidents to conclusion with the aim of avoiding recurring incidents while improving our incident management protocols and service.
  • Driving critical incident service impacts to expedient resolution by working closely with technical teams.
  • Responding to reported service incidents, identifying causes, and following incident management processes.
  • Prioritizing incidents according to their urgency and impact on the business and customers.
  • Preparing knowledge articles post-incidents to assist in expedient resolutions.
  • Coordinating and communicating effectively with technical teams and stakeholders throughout the incident lifecycle.
  • Initiating escalation processes when incidents cannot be resolved within predefined timeframes or by initial response teams.
  • Leading or participating in incident investigations and root cause analysis to identify underlying causes and recommend preventative measures.
  • Preparing reports and conducting post-mortem analysis to identify areas for improvement.
  • Enhancing the incident management process as required to ensure continued relevance within the business.

In this role, you will have the opportunity to work collaboratively with 1000+ teammates from 30+ different nationalities and develop a career that impacts millions of people's daily lives. We are problem solvers, we thrive in challenging environments, we prioritize customer satisfaction, and if this sounds like you, we know you will excel in our team.

To succeed in this role, you will need:

  • 3-5 years' experience in an incident management analyst role, including root cause and post-mortem expertise, as well as incident commander experience.
  • Ability to focus on solving critical incidents and drive expedient resolutions.
  • Background in software development/automation is desired.
  • Excellent interpersonal skills and the ability to collaborate with global teams.
  • Excellent troubleshooting, problem-solving, analytical, and time management skills.
  • Ability to learn and understand new technologies in a short period of time.
  • Experience in databases/infrastructure/microservices/SQL.
  • Background in a financial payments industry or similar.
  • Fluent English speaker.

We offer a dynamic and ever-evolving work environment, with opportunities to grow and develop your skills. Our culture emphasizes flexibility, remote work, and performance-driven schedules. We provide access to training programs, language classes, social budgets, and other benefits to support your growth and well-being.

If you're passionate about incident management, technology, and teamwork, we encourage you to apply. We look forward to reviewing your application and learning more about your qualifications.

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