Job Summary: The professional will be responsible for managing IT services, monitoring queues and metrics, and ensuring compliance with SLAs and ITIL processes within an innovative environment. Key Highlights: 1. Innovation and curiosity as drivers for disruptive technological solutions. 2. Collaborate with brilliant minds and transform the future of technology. 3. A vibrant culture offering freedom to explore skills and learn. At Hitss, innovation is our fuel, curiosity is our engine, and respect for the customer is our compass. If you are driven by passion to create disruptive technological solutions, if you constantly seek challenges that push the boundaries of what is possible, and if you believe putting the customer first is the key to success, then you are in the right place. We want people who stand out, think outside the box, and are willing to explore new horizons. Here, every idea is valued, every question is encouraged, and every challenge is embraced as an opportunity for learning and growth. Join us and become part of a vibrant culture where innovation is fueled by relentless curiosity and respect for the customer permeates all our actions. Here, you will have the freedom to explore your skills, collaborate with brilliant minds, and transform the future of technology. If you are ready to join a company that believes talent is the key to success, submit your resume and join our team. We look forward to meeting you and jointly driving the next generation of technological solutions. **Come be a Hit!** **Responsibilities and Duties** * Monitor queues, priorities, and escalations in OTRS/Znuny, ensuring proper triage, categorization, routing, and appropriate use of templates; * Define, implement, and maintain ITIL processes (Incidents, Requests, Problems, Changes, Knowledge, and Service Catalog) applied to service delivery; * Ensure SLA/OLA compliance by monitoring queues, priorities, escalations, and communication with departments, focusing on service continuity; * Monitor and analyze metrics (e.g., MTTR, TMA, TME, backlog, recurrence, CSAT/NPS, re-open rate) and drive continuous improvement plans; * Manage critical incidents (P1/Major Incident) from a service delivery perspective, triggering and escalating to appropriate teams (Infrastructure, Systems, vendors), controlling communication and response time, and ensuring complete logging in OTRS; * Review, maintain, and enhance the IT Service Catalog in OTRS/Znuny, ensuring services are accurately described, categorized, and aligned with workflows, queues, templates, SLAs, and responsible groups according to the service delivery model; * Maintain location records for operations in OTRS/Znuny, ensuring standardization, hierarchy, and up-to-date information for ticket routing and reporting; * Prepare and maintain a monthly backlog and SLA report for all IT tickets in OTRS/Znuny, consolidating insights by queue, category, service, criticality, location, and trends; * Conduct critical analysis of monthly metrics, evaluating SLA deviations, root causes of backlog, and bottlenecks, proposing and tracking action plans with other IT areas (Systems, Security, Infrastructure, etc.); * Structure and maintain the knowledge base, operational procedures (runbooks), and service delivery standards; * Promote clear communication with stakeholders, including status updates on critical incidents, executive reports, and periodic alignment meetings; * Support audits and compliance (LGPD, internal controls), ensuring controls, evidence, records, and audit trails. **Requirements and Qualifications** **Required Qualifications** * Completed undergraduate degree in Information Technology, Information Systems, Computer Engineering, or related fields; * Experience managing IT services, with focus on operations and support; * Practical knowledge of ITIL and SLA/OLA management; * Solid experience with ITSM tools; experience with OTRS or Znuny—especially configuration of queues, workflows, reports, templates, and SLAs—is desirable; * Experience structuring processes, operational rituals, and service governance; * Experience managing critical incidents and communicating with stakeholders; * Solid understanding of infrastructure and workplace technologies—including endpoints, networks, identity, collaboration, and backups—at coordination level; * Knowledge of LGPD and information security best practices applied to service delivery; * Proficiency in Excel or Google Sheets for tracking metrics and generating reports; * Prior experience leading teams, coordinating operations, and managing vendors. **Desired Qualifications** * ITIL Foundation certification or equivalent; * Additional certifications such as HDI, COBIT, or those related to service management and governance; * Knowledge of Power BI for dashboard creation and analysis; * Familiarity with healthcare systems—such as HIS, PEP, LIS, and RIS/PACS—and 24x7 hospital environments; * Experience in regulated environments—such as healthcare, finance—or participation in audit processes; * Experience implementing or restructuring Service Desks and ITSM tools; * Experience with distributed operations, multiple units, and nationwide coverage; * Knowledge of software asset and license management (SAM). **Additional Information** Want to see all our job openings? Visit our page: Hitss \- Work With Us https://globalhitss.gupy.io/ **Important: All our positions are open to professionals with disabilities, gender equity, and racial/ethnic equity.** HITSS BRASIL is a multinational company of the Claro Group, operating for over 30 years in the digital solutions and IT services market across 7 countries. Combining unparalleled experience and specialized expertise, our 5\.000 employees are committed to making the new happen every day. We bet on innovation with integrity and strive to develop inclusive, responsible, and sustainable solutions for our employees and customers. **Through our diversity and inclusion pillar, everyone has equal opportunities to build their career.** We make no distinction based on gender, religion, race, sexual orientation, social status, or disability. If you enjoy challenges, trends, agile and innovative processes, this is your place. Join us!