What You'll Do
Operate and optimize the lifecycle of tickets (Incidents, Service Requests, Problems, and Changes), ensuring compliance with SLAs/OLAs and prioritization based on impact/urgency. Map and monitor weaknesses and strengths in the customer journey; propose and execute continuous improvement plans. Create and maintain performance dashboards and reports (KPI/OKR) to guide decision-making.
What We're Looking For
Minimum 2 years of experience in a similar context. Experience in coordinating Major Incidents and communicating with multiple stakeholders (technical and executive) with verifiable positive results. Practical experience with at least one ITSM platform (ServiceNow, Jira Service Management, BMC Remedy/Helix, Zendesk, or Freshservice), including queue configuration, SLAs, and automations.
Key Skills & Technologies
Additional Information
Experience Level
Mid-Level
Job Language
Portuguese
Employment Type
Full-time
Work Mode
Remote