Offer summary

Qualifications:

Advanced or fluent English proficiency., Solid understanding of IT environments and experience in IT service support or engineering., Strong communication skills, including verbal, written, and interpersonal abilities., ITIL Foundation certification is desirable. .

Key responsibilities:

Act as the point of contact for critical incidents and manage their resolution.

Coordinate troubleshooting meetings with stakeholders and vendors.

Send timely communications and document incident resolution details.

Ensure major incidents are resolved within client SLAs and manage escalations.

Job description

We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.

With over 6,500 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.

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) - Desirable

Our 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 platform

And 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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