Description: Education: Bachelor's degree in Computer Networks, Analysis and Development, Database, or related fields (completed or in progress). * Basic knowledge of Infrastructure and tools: Dynatrace, Zabbix, Grafana, and Datadog; * ITSM tool (knowledge of at least one): GLPI, Jira, ServiceNow, Remedy, Movidesk, Topdesk, others; Preferred Qualifications * Experience with monitoring tools (Zabbix, Grafana, Prometheus, DataDog, Dynatrace, etc.); * Basic knowledge of ITIL is desirable. * Familiarity with operating systems (Windows/Linux); * Basic concepts of networking and infrastructure; * Responsible for monitoring customer infrastructure—including network, servers, links, databases, applications, APIs, and business services—and escalating incidents to 24x7 support teams; * Opening and tracking tickets with Telecommunications Operators; * Opening tickets, accurately documenting incidents, and escalating to Level 2, Level 3 teams, and vendors; * Preparing escalation lists; * Launching War Rooms for critical incidents, providing visibility into impacted systems and services through monitoring and testing; drafting timelines of key actions taken for postmortem analysis, metrics, and KPIs; * Sending status updates to customers: initial incident notification, interim updates on workaround or resolution steps, testing progress, and final resolution; * Performing daily checklists for shift-specific tasks; * Maintaining shift logs and conducting shift handovers. 2512260202491398137