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Job Summary: We are looking for a professional to manage the lifecycle of IT tickets and incidents, ensuring visibility, appropriate prioritization, and efficient communication between technical teams and business areas. Key Highlights: 1. Ticket and incident flow management, coordination across teams 2. Generation of insights for continuous operational improvement 3. Focus on continuous improvement and operational efficiency We are **tech transformation** specialists, uniting human expertise with AI to create scalable tech solutions. With over 8,000 CI\&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality. We are looking for a professional to manage the **lifecycle of IT tickets and incidents**, ensuring visibility, appropriate prioritization, and efficient communication between technical teams and business areas. This person will be responsible for tracking tickets from initial Level 1 (N1) opening through resolution at higher specialized levels (N3/N4\), ensuring all workflows comply with defined SLAs and that all stakeholders remain aligned on status, impact, and next steps. The role’s focus is not on the technical resolution of incidents, but rather on **managing the flow, coordinating across teams, and generating insights to continuously improve operations and customer experience.** ### **Requirements** * **Mandatory hybrid work availability in Curitiba (2 days per week onsite)** * Experience managing end-to-end tickets and IT Service Management operations * Experience handling incidents, problems, changes, and escalations across different support levels (N1 to N4\) * Experience with ITSM tools such as ServiceNow, Jira Service Management, Zendesk, BMC, or similar * Experience with dashboards, operational metrics, and SLA/KPI management * Strong communication and stakeholder management skills * Analytical profile with focus on continuous improvement and operational efficiency ### **Preferred Qualifications** * ITIL certification. * Technical background (Development, DevOps, BI). * Advanced English proficiency. \#LI\-GP1 **Our benefits:*** Health and dental insurance * Meal and food allowance * Childcare assistance * Extended paternity leave * Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass; * Profit Sharing and Results Participation (PLR); * Life insurance * Continuous learning platform (CI\&T University); * Discount club * Free online platform dedicated to physical, mental, and overall well\-being * Pregnancy and responsible parenting course * Partnerships with online learning platforms * Language learning platform And many more! More details about our benefits here: https://ciandt.com/br/pt\-br/carreiras At CI\&T, inclusion starts at the first contact. If you are a person with a disability, it is important **to present your assessment during the selection process.** *See which data needs to be included in the report by* *clicking here*.This way, we can ensure the support and accommodations that you deserve. **If you do not yet have the assessment, don't worry: we can support you in obtaining it.** We have a dedicated Health and Well\-being team, inclusion specialists, and affinity groups who will be with you at every stage. Count on us to make this journey side by side.
