Responsibilities- Act as the point of contact for critical incidents under his/her responsibility- Drive the triaging, coordination, troubleshooting and resolution of critical incidents ensuring the team is focused on the incident resolution from start to finish- Actively manage a troubleshooting meeting with application owners, business stakeholders, engineering team and vendors.- Send out timely stakeholder communications and register the incident resolution details. - Ability to negotiate with different profiles such as customers, internal teams, business partners and vendors. - Capable of escalating issues until senior leadership.- Ensure that major incidents are resolved within client SLAs- Serve as a point of contact for sensitive issues and manage escalations from execution to root cause resolution including post-incident review- Availability to on-call 24/7 - schedule.
Minimum Qualifications- English - Advanced or Fluent- Solid general understanding of IT environments (e.g. infrastructure components and business applications) and experience with the support and operation or engineering of IT services.- Strong communication Skills (Verbal, Written, Interpersonal, Proactive listening)- Strong sense of ownership and self-driven.- Ability to anticipate and evaluate risks and address the fastest mitigation approach.- Ability to handle multitasking.
Certifications:- “ITIL Foundation” certification. (Other certifications like “lifecycle” or “Capability” are welcome) - DesirableOur benefits:
-Health and dental insurance-Meal and food allowance-Childcare assistance-Extended paternity leave-Wellhub (Gympass)-TotalPass-Profit-sharing (PLR)-Life insurance-CI&T University-Discount club-Free online platform dedicated to physical, mental, and overall well-being-Pregnancy and responsible parenting course-Partnerships with online learning platforms-Language learning platformAnd many more!More details about our benefits here: https://ciandt.com/br/pt-br/carreiras
Collaboration is our superpower, diversity unites us, and excellence is our standard. We value diverse identities and life experiences, fostering a diverse, inclusive, and safe work environment. We encourage applications from diverse and underrepresented groups to our job positions.
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