Junior Cloud Services Analyst (Datasul)

Description

Job Summary: Provide infrastructure support for customers' cloud environments, resolve medium-complexity requests, contribute to customer satisfaction, and support continuous process improvement. Key Highlights: 1. Providing cloud infrastructure support and resolving customer requests. 2. Supporting continuous process improvement and peer development. 3. Installing and migrating TOTVS/marketplace products in the Cloud environment. **Junior Cloud Services Analyst (Datasul)** =============================================== TOTVS \| Joinville \- SC \| Hybrid Job Description Provide infrastructure support for customers' cloud environments, contributing to the satisfaction of customers served by the Cloud operations team. Responsibilities and Duties WHAT YOU WILL DO: * Support customers' Cloud environments via TOTVS channels, resolving medium-complexity infrastructure-related issues; * Escalate requests or incidents that cannot be resolved (after exhausting all possible solutions within the time frame estimated by the team’s coordination) by registering an incident/problem in the support tool, detailing actions taken and outcomes, enabling the next level to continue resolution; * Evaluate tickets opened by customers and reclassify or recategorize them (when necessary), following documented area processes, to ensure proper demand alignment; * Provide status updates on ongoing requests (upon customer and/or internal team request) through support channels (phone, email, system); * Contribute both to achieving individual performance indicators (productivity, satisfaction surveys, etc.) and to the team’s overall goals and targets by executing requests according to Cloud-defined standard procedures; * Alert coordination and leadership about potential risks or crises affecting customers, and act accordingly by registering tickets per the area’s internal procedure; * Keep FAQs/knowledge base updated with defined and communicated solutions to customers, documenting Level 1 KCS solutions for recurring daily issues; * Support improvement initiatives by identifying problems and key issues, detecting new solutions, and proposing and implementing improvement actions; * Support the development of more junior analysts through knowledge sharing; * Perform medium-complexity installation and migration of TOTVS and/or marketplace products in the Cloud environment, based on customer-initiated tickets; * Proactively diagnose issues in customers’ environments (via monitoring), anticipating requests whenever possible; * Log customer requests with all necessary evidence (opened tickets) and detailed information required by all impacted parties, using the support system; * Review and classify tickets (if necessary) with appropriate categories and by following the defined process, aiming to meet established targets. Requirements and Qualifications **WHAT WE EXPECT FROM YOU:** * Administration of TOTVS-related environments — Intermediate level; * Infrastructure and Datacenter — Intermediate level; * Public Cloud infrastructure — Basic level; * Automation tools — Basic level; Certifications: * ITIL Foundation — Information Technology Infrastructure Library; * Operating systems (Windows and Linux) or Databases — Intermediate level; * Knowledge of Datasul/Logix System (Architecture/Installation) Salary Range To be determined Employment Type CLT Benefits * TOTVS Online University: a corporate university offering free content and certifications for every employee; * +Saudáveis Program: supports each TOTVER with advisory services and initiatives focused on physical, mental, and financial well-being; * +Vantagens Program: Latin America’s largest discount network, exclusively for our employees; * +Cuidado Program: personal support program for employees and their families, offering guidance across multiple specialties including psychology, social work, pet consulting, etc.; * Einstein Conecta: free online medical consultation service provided by physicians from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services at selected metro stations; * Extended maternity and paternity leave; * Lactation room; * Bicycle parking; * Changing rooms; * Life insurance; * Childcare allowance; * Private pension plan; * Office designed to foster creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation chairs; * Gympass. About the Company As a technology leader, we are a universe of nonconformist people driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Your professional development happens here in an inclusive, respectful, and energizing environment — people supporting people! We pursue sustainable growth and leverage data and AI to drive smarter, more efficient results for our customers. Join us to innovate and build the future of technology. \#VemPraTOTVS \#SomosTOTVS