Project Manager

Há 2 dias

Recife, Pernambuco, Brasil AgileEngine Tempo inteiro US$90.000 - US$120.000 por ano
AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17 industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.

If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you

WHAT YOU WILL DO

Lead and manage a team of Jr./Mid-Level IT Support Engineers operating in a 24/7 environment;
Ensure proper team scheduling and coverage, optimizing shifts to maintain continuous support;
Track KPIs and SLAs, providing regular performance reports and insights;
Act as the main escalation point for high-priority issues affecting platform stability and performance;
Collaborate with DevOps and Engineering teams to improve incident response times and resolution processes;
Oversee and improve incident management workflows, ensuring timely detection, escalation, and resolution;
Organize postmortem reviews for major incidents, identifying root causes and recommending process improvements;
Continuously enhance support processes to improve efficiency and customer satisfaction;
Serve as a bridge between the support team and other business units, ensuring clear communication and alignment.

MUST HAVES

3 years of experience in Project Manager roles;
Proven experience managing IT support teams in a 24/7 environment;
Experience working with technical support for e-commerce platforms & pure retail brands;
Strong knowledge of incident management, ticketing systems (e.g., Jira), and escalation processes;
Ability to define and track performance metrics (KPIs, SLAs, MTTR, etc.);
Excellent organizational and team leadership skills;
Strong communication and stakeholder management abilities;
Experience with postmortem analysis and continuous improvement initiatives;
Working across multiple clients is a bonus, as is experience with an agency;
Upper-Intermediate English level.

NICE TO HAVES

Familiarity with DevOps processes and cloud platforms;
Experience implementing automation for support processes;
Previous experience working with distributed/remote teams.

THE BENEFITS OF JOINING US

Professional growth: Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps.

Competitive compensation: We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities.

A selection of exciting projects: Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands.

Flextime: Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office – whatever makes you the happiest and most productive.

Your application doesn't end here To unlock the next steps, check your email and complete your registration on our Applicant Site. The incomplete registration results in the termination of your process.

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