The IT Infrastructure Analyst serves as the first point of contact when a customer encounters technical IT difficulties or when an incident is identified through monitoring systems. In addition to handling technical tasks related to incidents managed by the Monitoring team, the IT Infrastructure Analyst is responsible for performing operational tasks that meet internal and external customer demands, documenting procedures relevant to IT monitoring and support operations, and training Level 2 staff, as well as developing, reviewing, and managing procedures. Handle medium-complexity incidents, support customers with complex issues, resolve root causes, act as the interface with the Support team, and participate in technical and crisis meetings to resolve critical incidents. Possess interpersonal skills to collaborate with multidisciplinary IT teams involved in supporting on-premises and Cloud-based IT infrastructure. **Responsibilities and Duties** * Serve as the point of contact for calls and emails received from customers reporting IT incidents or requiring technical clarification * Monitor and respond promptly to requests related to incidents affecting customers across IT platforms * Monitor systems and platforms, take action, and escalate to Level 2 support teams if any system or platform fails to recover after Level 1 resolution * Assist in interactions between end users and Level 3 teams * Receive, log, and manage IT incidents opened via ticketing tools, phone, or email * Maintain and control updates to the knowledge base * Document and review IT monitoring and support procedures * Train Level 2 staff on operational procedures and tools * Develop automation using Shell, PowerShell, and Python scripts * Learn and apply **SRE (Site Reliability Engineering)** concepts to optimize and automate processes. **Requirements and Qualifications** **Education:** * Technology degree or Bachelor’s degree in Information Technology, Computer Engineering, Information Systems, or related fields **Desired Technical Knowledge:** * Solid experience with **monitoring and observability tools**: Zabbix, Grafana, Nagios, SolarWinds. * Basic understanding of **Cloud Computing** (AWS, Azure, or Google Cloud). * Familiarity with **ticket management systems** (e.g., ServiceNow, Jira, GLPI). * Introductory knowledge of **automation scripting** (Shell Script, PowerShell, or Python). * Basic **troubleshooting** and log analysis skills for incident investigation. **Differentiators:** * Interest in learning about **APM (Application Performance Monitoring)** using tools such as **Datadog and Dynatrace**. * Basic/intermediate English for reading technical documentation. * Proactivity and strong communication skills for teamwork. **Additional Information** **Our Benefits:** We care deeply about our Quoders, so we offer a comprehensive benefits package: * Meals: We provide VR and VA, flexible—you can allocate them as you wish. * Health: Bradesco Health Insurance, extendable to dependents, with co-payment. * MetLife Dental Insurance * For your wellbeing, we also offer a Gym Assistance benefit. * Daycare Assistance for children up to 2 years old. * Life Insurance. * Annual PLR (Profit Sharing), paid upon achievement of established goals. * For Quoders working under a Hybrid model, we offer Mobility Assistance (parking and fuel); for remote workers, we provide Home Office Assistance. * For your future, we offer Private Pension, enabling you to save securely. * For your Development, we offer UniQuod with outstanding courses, plus partnerships with * multiple educational institutions. * Want to become a Quoder? Then apply to our openings and join this innovative team!!! We are a data-driven technology company passionate about data. We transform information into insights so you can make the best decisions for your business. We’re here to deliver solutions that help you identify customer profiles seeking new credit lines, reduce your exposure to risk, and protect your company against fraud. Our broad portfolio of innovative solutions, robust infrastructure, and agile mindset form a powerful combination to connect clients and consumers. Thus, we enhance decision-making, generate opportunities, and advance data intelligence for smarter choices. \#JoinQuod