Operational Support Leader | On-site

Description

Job Summary: Operational Support and Platform Sustenance Leader in a HealthTech company to ensure platform stability, performance, and operational continuity, combining leadership with hands-on involvement. Key Highlights: 1. Lean team leadership and hands-on execution 2. Focus on platform stability, performance, and operational continuity 3. Collaboration with Product, Development, and Customer Success We are currently running the selection process for a **HealthTech company**, specializing in digital solutions that support physicians and clinics in managing patient appointments and improving patient experience. We are seeking an **Operational Support and Platform Sustenance Leader** to ensure platform stability, performance, and operational continuity. The role involves **leading a lean team and hands-on execution**, including direct participation in incident resolution, support process organization, and technical development of the team. **Responsibilities** * Lead the team responsible for **Level 1 technical support and platform sustenance**. * Monitor services and metrics to ensure **performance, stability, and availability**. * Manage **production incidents**, leading identification, resolution, and internal communication. * Ensure compliance with **SLAs** and track support performance metrics. * Structure and evolve area processes: **ticket management, technical documentation, and knowledge base**. * Collaborate with **Product and Development** to identify recurring issues and improvements. * Support the **Customer Success** team on more complex technical requests. * Act as a bridge between **technology and operations**, ensuring smooth platform sustenance. * Technically develop the team and identify opportunities for **process improvement and automation**. **Requirements** * Experience in **technical support or system sustenance**, preferably in **SaaS environments**. * Experience with **system monitoring and incident management**. * Experience in **root cause analysis (RCA)** and preventive actions. * Experience guiding or leading **technical teams or operational routines**. **Preferred Qualification** * Experience with or familiarity with **healthcare systems**. **Desired Profile** * **Analytical and problem-solving oriented** profile. * Clear communication with technical teams and business units. * Collaborative leadership and **hands-on attitude**. * Proactivity, ownership mindset, and organizational skills. * Commitment to **user and patient experience**. Compensation: starting at R$7.000,00 per month Benefits: * Life insurance * Transportation allowance Work location: On-site