Job Summary: You will join a dynamic and collaborative team responsible for ensuring the stability, availability, and evolution of critical systems, with a focus on technical and functional support. Key Highlights: 1. Dynamic and collaborative team focused on the evolution of critical systems. 2. Environment that values continuous learning and agile methodologies. 3. Mission to provide technical and functional support to third-party systems. **About Us** XP Inc. is one of Brazil’s largest independent financial institutions, owner of brands such as XP, Rico, Clear, XP Educação, InfoMoney, among others. With over 4.6 million active clients and assets under custody exceeding R$ 1.1 trillion, XP Inc. has been transforming the financial market for 24 years to improve people’s lives. Guided by four core values — **Big Dreams, Entrepreneurial Spirit, Customer Focus, and Open Mind** — XP Inc. constantly seeks top talent with the ambition to achieve the impossible. **About the Opportunity** ------------------------ You will join a dynamic and collaborative team responsible for ensuring the stability, availability, and evolution of the critical systems supporting our operations. You will work closely with business areas and vendors in an environment that values continuous learning, governance, and agile methodologies. Your mission will be to ensure technical and functional support for third-party systems used by the business unit, guaranteeing operational continuity, rapid incident resolution, and efficient handling of internal users’ requests. Additionally, you will be responsible for configuring and maintaining the infrastructure required for system operation, as well as implementing and monitoring governance processes, vendor alignment, and performance indicators (KPIs). Learn more about our day-to-day on Instagram and LinkedIn. Check out our reviews on Glassdoor. **What We’re Looking For** -------------------- **Essential Requirements:** * Bachelor’s degree in Information Technology, Information Systems, Computer Science, or related fields. * Advanced knowledge of databases (SQL). * Basic understanding of system integration (APIs, Web Services). * Familiarity/experience with ticket management tools (e.g., ServiceNow, Jira). * Familiarity/experience organizing projects and tasks using Visual Studio (VSTS). * Intermediate/advanced knowledge of infrastructure (Windows/Linux, networks, servers). * Experience preparing reports and tracking metrics. * Intermediate/advanced knowledge of ITIL and SCRUM for applying agile methodologies. * Ability to monitor and interpret indicators. * Strong communication skills and a collaborative attitude. * Capacity for rapid learning. * Organizational skills and attention to detail. * Proactive problem-solving ability. **Nice-to-Have:** * Professional experience in technical support, help desk, or related areas is a plus. Advanced Excel and/or Power BI knowledge. * **Challenges and Impact** ---------------------- * Monitor and respond to tickets related to third-party systems, ensuring SLA compliance. * Conduct initial problem analysis, identify root causes, and propose solutions. * Configure and ensure infrastructure support for systems (servers, integrations, connectivity). * Maintain ticket governance, ensuring proper registration, prioritization, and tracking. * Conduct periodic alignment meetings with vendors to resolve incidents and evolve systems. * Organize and participate in weekly checkpoint meetings with internal and external stakeholders. * Build and track KPIs related to support performance and service quality. * Document procedures, solutions, and best practices. * Support validation of updates and integrations. * Apply ITIL practices for incident, problem, and change management. * Participate in agile ceremonies (SCRUM) and contribute to continuous process improvement. * **Process Steps** * **Initial Screening**: Resume review to assess alignment with qualifications and job requirements. * **General Assessments**: Evaluation of cultural fit via the Mindsight assessment and logical reasoning test from Predictive Index. * **Video Interview**: An opportunity to get to know each other better and understand your motivations and experiences. * **Recruitment Team Interview**: Discussion regarding expectations for the role and professional goals. * **Leadership Interview**: A conversation to discuss your vision and how you can contribute to the team and company. * **Technical Assessment**: Interview focused on specific skills required for the role. * **Peer Interview**: Interaction with future colleagues to evaluate synergy and teamwork. * **Offer**: Presentation of the employment proposal, including details on compensation and benefits. **Benefits:** Health and Well-being: * Comprehensive health insurance plan without copay (including coverage for dependents) * Dental insurance * Wellhub (Gympass) * Zenklub * Life insurance * iFood Benefits (flexible VA and VR) * Transportation allowance * New Value (benefits club) * Parental leave: 6 months maternity leave and 20 days paternity leave * Childcare allowance Financial Life * Exclusive investment funds * Investment advisory services * XP Visa Infinite credit card with no annual fee * Credit options (payroll-deductible loans, home equity loans, real estate CCB, etc.) **Flexible On-site Work Model** Our work model varies by function — fully on-site for business-facing roles and more flexible for other teams. We follow a model with higher on-site frequency, always guided by flexibility and autonomy, aligned with the responsibility fostered by our entrepreneurial culture. At XP Inc., we value face-to-face interactions and believe office space serves as a tool to strengthen workplace relationships.