**Senior Infrastructure Analyst** **About the position** Responsible for executing, administering, and sustaining Information Technology infrastructure, ensuring high availability, integrity, security, and performance of server, network, database, and corporate systems environments. The professional will be responsible for continuous monitoring, troubleshooting, preventive maintenance, and implementation of improvements, ensuring continuity of IT services and efficient support to business areas within a corporate environment integrated with global teams. **Relationships and interfaces** * Internal customers: All business areas, end users, regional departments, and global corporate teams (Germany and USA). * External customers: Technology vendors, infrastructure service providers, and specialized support providers. **Key responsibilities** * Monitor, administer, and perform preventive and corrective maintenance on server, database, network, and corporate systems environments. * Respond to, log, prioritize, and resolve infrastructure-related technical tickets via Helpdesk tools, considering impact and urgency. * Execute and validate backup and restore routines, ensuring data integrity, information security, and risk mitigation. * Support access management, network configurations, storage, and virtualization environments. * Analyze incidents, identify root causes, and propose corrective actions and continuous improvements. * Support audit processes, patch application, updates, and fixes in compliance with global corporate policies. * Interact with IT service providers, tracking tickets, technical solutions, and support contracts. * Document technical procedures, incidents, and solutions, ensuring standardization and knowledge retention. * Collaborate on technology projects, ensuring compliance with technical requirements, deadlines, and established standards. * Performance indicators (KPIs) * System and server availability (Uptime) – % availability of critical environments. * MTTR (Mean Time to Resolve) – average time to resolve incidents. * MTTA (Mean Time to Acknowledge) – time until first ticket response. * Tickets resolved within SLA – % of responses delivered on time. * Recurring incidents – number of reoccurring issues. * Backup and restore success rate – % of routines completed successfully with integrity. * On-time patch and update deployment – adherence to defined schedule. * IT project participation – deliveries completed according to timeline. * User satisfaction (CSAT) – satisfaction index for support interactions. * Updated documentation – compliance of technical records and procedures. **Technical requirements and education** * Completed undergraduate degree in Computer Science, Computer Engineering, Information Systems, or related fields. **Technical knowledge** * Administration of Windows and Linux servers. * Networking: TCP/IP, DNS, DHCP, VPN, Firewall. * Virtualization environments (VMware, Hyper\-V). * Databases (Oracle, SQL Server). * Backup and restore tools (e.g., HP Data Protector, Veeam, Commvault). * ITIL best practices (certification desirable). * Intermediate or advanced English for interaction with global teams. **Experience** * Experience in IT infrastructure, providing support, administration, and monitoring of complex environments in medium- or large-sized companies. **Behavioral competencies** * Results orientation * Teamwork and collaboration * Focus on internal customers * Analytical ability and problem-solving * Organization and planning * Clear and objective communication * Agility and sense of urgency * Flexibility and adaptability Position summary This position is ideal for infrastructure professionals who go beyond basic support, possessing a systemic vision, operational accountability, and focus on stability, quality, and continuous improvement of IT environments. **On-site position in Guarulhos, Monday to Friday** **CLT employment contract \+ benefits**