IT SUPPORT MANAGER

Description

Job Summary: We are seeking a proactive and engaged professional to manage IT support and operations, ensuring service stability and continuity. Key Highlights: 1. Focus on stability and continuity of IT services 2. Management of critical incidents and operational crises 3. Continuous professional development We seek professionals who get involved, act proactively, and care about every detail of our projects—and, above all, want to grow and give their best every day. Our improvement is constant, and we know we’ll go far because we believe in everything that drives progress. And you? Do you want to go further with us? Learn about our clients, explore our content, and discover whether you’re the right person to join \#WeAreMDS. We are looking for a professional to join our IT team, responsible for managing the support and operation of production environments, systems, and IT services—ensuring everything already delivered continues functioning reliably, predictably, and with low business risk. **Responsibilities and Duties** * Plan the IT support and operations model by defining processes, roles, SLAs, metrics, and operational priorities to ensure predictability, standardization, and operational efficiency. * Manage IT service operations in production environments through continuous monitoring of system and application availability, performance, and capacity to guarantee service stability and continuity for the business. * Coordinate incident and service request management using ITSM tools and integrated collaboration among Level 2 and Level 3 support teams to restore services as quickly as possible and meet agreed SLAs. * Lead critical incident and operational crisis management by chairing war rooms, making rapid decisions, and communicating in a structured manner with stakeholders to minimize business impact and reduce operational risks. * Manage problem management through root cause analysis (RCA), definition and tracking of structural action plans to reduce failure recurrence and elevate operational maturity. * Control the change process in production environments by validating impacts, risks, and operational windows to preserve service stability and prevent incidents caused by unplanned changes. * Ensure smooth transition of project-delivered solutions into support by validating documentation, supportability criteria, monitoring setup, and support models to guarantee new solutions enter production with appropriate operational and support conditions. * Manage IT service providers and contracts by tracking performance metrics, holding periodic meetings, and enforcing contractual governance to ensure technical quality, SLA compliance, and cost optimization. * Monitor operational metrics and service levels through KPI analysis, executive reporting, and continuous improvement plans to support managerial decision-making and increase operational efficiency. * Perform other related and inherent professional activities as required by departmental needs or demands, including training, professional qualification, and guidance from immediate supervisors, to ensure continuous professional development. **Requirements and Qualifications** * Bachelor’s degree in Information Technology, Project Management, or related fields * Master’s degree/MBA in relevant areas is desirable * Advanced English proficiency * Experience in IT Support and Operations (Run) and operational management * Knowledge of ITIL (Incidents, Problems, Changes, SLAs, Continuity) and IT Governance (COBIT) * Conceptual knowledge of **.NET / C\#** and **SQL**, supporting troubleshooting, decision-making, impact assessment, and technical coordination with engineering teams * Customer focus, professionalism, collaboration, innovation, decision-making ability, and business and strategic vision **Additional Information** * Health and Dental Insurance * Life Insurance * Meal and/or Food Allowance * Transportation Allowance * Profit Sharing Program (PLR) * Wellhub * Wellz * Day Off * Apoio Pass for you and your dependents * Discounts on personal insurance policies (e.g., auto, life, home, travel, etc.) **Here, you define the scope of your growth and achievements.** MDS is one of Brazil’s leading insurance brokerage firms specializing in insurance, reinsurance, benefits management, and risk consulting. We are part of the MDS Group: a market-leading company in Portugal and one of the largest in Brazil, with additional presence in Angola, Mozambique, and Spain. Globally, we operate through Brokerslink—a company founded by the MDS Group and responsible for a network of brokers present in 130 countries, employing 25\.000 insurance professionals. In Brazil, our portfolio of issued premiums totals R$9 billion. We have over 800 employees across thirteen offices in seven states: São Paulo, Rio de Janeiro, Paraná, Minas Gerais, Santa Catarina, Bahia, and Rio Grande do Sul. We also operate in reinsurance in Brazil, Portugal, and Africa under the brand MDS Reinsurance Solutions—a reference firm in risk analysis, loss control, business continuity planning, and Enterprise Risk Management. OUR AMBITION IS TO PROTECT YOUR WORLD! AND YOURS? Review our privacy policy at: Privacy Notice for Candidates