Key Facts

Remote From:

Full time

English

Hard Skills

Information Technology Management Datastax Data Governance Service Management System Monitoring Self Service Technologies Continuous Quality Improvement (CQI) Root Cause Analysis Problem Management KPI Management +29 more

Other Skills

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Governance
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Collaboration
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Communication
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Leadership
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Analytical Thinking
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Relationship Building

Roles & Responsibilities

Experience in IT Operations and Service Management, including incident, problem, change, and service request management.
Strong governance, KPI/SLAs/OLAs reporting, and stakeholder management.
Process mapping and design for IT Operations and Service Management, including documenting workflows, SOPs, and RACI matrices.
Automation and continuous improvement, with ability to partner with infrastructure, cloud, DevOps, and engineering teams to implement automation solutions.

Requirements:

Manage day-to-day IT operational services to ensure stability, availability, and performance; monitor KPIs, SLAs, OLAs; coordinate incident, problem, change, and service request processes; lead operational governance meetings and ensure IT governance compliance.
Lead process mapping initiatives for IT Operations and Service Management; analyze current-state processes, design optimized future-state models, identify gaps and risks; document end-to-end workflows, SOPs, and RACI matrices; standardize routines across teams.
Drive operational stabilization and readiness; identify recurring issues; coordinate root cause analysis (RCA) and continuous service improvement; ensure readiness for new services and transitions from project delivery to steady-state operations.
Identify automation opportunities across operations; partner with infrastructure, cloud, DevOps, and engineering teams to implement automation; improve efficiency through workflow automation and monitoring enhancements; support ITSM tooling and monitoring tools.

Tec2Cloud

About Tec2Cloud

A Tec2Cloud preza a qualidade de seus serviços, por esse motivo possui um quadro de colaboradores altamente qualificados que suportam todo o portfólio de serviços que oferecemos aos nossos clientes, estabelecendo confiabilidade a execução de cada projeto. Com escritório localizado em São Paulo (Brasil), oferecemos aos nossos clientes um modelo de negócio diferenciado, visando atingir o nível máximo de excelência na qualidade do nosso portfólio de serviços com preços diferenciados. A Tec2Cloud entende que cada cliente é especial e possuem suas particularidades, por esse motivo, desenvolvemos soluções de TI personalizadas visando agregar valor ao negócio dos nossos clientes. Compromisso com a inovação e capacitação dos nossos profissionais, a Tec2Cloud acompanha a evolução das tendências tecnologias do mercado e investe no treinamento dos nossos colaboradores, com a filosofia de aprimorar o portfólio de serviços e incentivar os nossos clientes a buscar soluções que agreguem valor aos seus negócios.

Company type: Scaleup

Founded: 2018

Company size: 51 - 200

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Job description

Key Responsibilities

IT Operations & Service Management
Manage day-to-day IT operational services ensuring stability, availability, and performance of critical systems and infrastructure.
Monitor operational KPIs, SLAs, OLAs, and service quality metrics.
Coordinate incident, problem, change, and service request management processes.
Lead operational governance meetings and service review sessions.
Ensure operational compliance with internal standards and IT governance frameworks.

Process Mapping & Process Design
Lead process mapping initiatives for IT Operations and Service Management workflows.
Analyze current-state processes and design optimized future-state operational models.
Identify process gaps, inefficiencies, bottlenecks, and operational risks.
Document end-to-end wor
Drive stabilization initiatives for critical IT services and operational environments.
kflows, SOPs, RACI matrices, and operational procedures.
Standardize operational routines and governance practices across teams.

Operational Stabilization
Identify recurring operational issues and implement corrective and preventive actions.
Coordinate root cause analysis (RCA) and continuous service improvement plans.
Support transition from project delivery into stable operational support models.
Ensure operational readiness for new services, applications, and infrastructure deployments.

Automation & Continuous Improvement
Identify automation opportunities across operational and service management processes.
Partner with infrastructure, cloud, DevOps, and engineering teams to implement automation solutions.
Improve operational efficiency through workflow automation, monitoring enhancements, and self-service capabilities.
Promote a culture of continuous improvement and operational excellence.
Support implementation and optimization of ITSM and monitoring tools.

Stakeholder & Governance Management
Establish and maintain strong operational routines with key business and IT stakeholders.
Act as the primary point of contact for operational service discussions and escalations.
Facilitate recurring governance meetings, status reviews, and executive reporting.
Ensure clear communication of operational performance, risks, and improvement initiatives.
Build collaborative relationships across technical and business teams.