Job Summary: Professional responsible for infrastructure and workplace incident handling and management, ensuring proper prioritization and SLA compliance within an innovative environment. Key Highlights: 1. Infrastructure and Workplace Incident Handling and Management (L2) 2. Continuous Service Improvement and Adoption of New Technologies 3. Collaboration with Global IT Teams Have you ever considered joining a company focused on **intelligent connectivity** of its vehicles, **autonomous driving**, and **new mobility concepts**? Do you identify with core principles such as: **Passion, Respect, Integrity, and Discipline**? Do you value a corporate environment that offers **equal opportunity with respect for diversity**? If you answered “yes” to all these questions, then this is **Mercedes-Benz Cars & Vans Brasil**! Learn more about this job opportunity, submit your resume, and apply online to contribute to a responsible and innovative company. **Responsibilities and Duties** **Activity Description:** * Handle and manage infrastructure and workplace incidents (L2 level), ensuring correct prioritization and adherence to contracted SLAs; * Participate in daily operational meetings (dailies) with vendors and internal teams to align priorities, critical issues, and request status; * Monitor vendor support performance to ensure a positive end-user experience; * Track tickets, escalations, and critical incidents while maintaining clear communication with business units; * Execute operational controls and maintain up-to-date technical and process documentation; * Support global and local teams on Workplace, Service Desk, networking, equipment, and corporate applications; * Contribute to continuous service improvement by proposing adjustments to processes, tools, and routines; * Perform basic governance activities (inventory, checklists, audits, ICS, access management); * Support the adoption of new technologies and corporate standards; * Act as the operational focal point for infrastructure topics in Brazil; * Collaborate with internal application, cybersecurity, server, network, and architecture teams as required by incidents and projects. **Requirements and Qualifications** **Mandatory Qualifications:** * Completed Bachelor’s degree in Computer Engineering, Computer Science, Information Systems, Business Administration, or related fields; * Intermediate/Advanced English (ability to interact with global teams); * Minimum 3–5 years’ experience in IT Infrastructure, Workplace, or Service Desk; * Practical knowledge and experience with ITIL (focus on incidents, problems, and changes); * Prior experience supporting end users, managing incidents, and monitoring SLAs; * Experience coordinating operational vendors for Workplace/support services; * Ability to work with documentation, processes, and controls; **Desirable Qualifications:** * Postgraduate degree or relevant certifications (ITIL, Agile, CompTIA, Microsoft, etc.); * Information Security knowledge (ISO standards, policies, hardening); * Experience with ticketing tools (ServiceNow, Jira, etc.); * Knowledge of networking, servers, cloud, Active Directory, O365, endpoint management, and asset governance; * Experience tracking KPIs, operational metrics, and reporting; * Familiarity with project management and agile methodologies. **Soft Skills We Seek:** * Clear and concise communication; * Organization and planning; * Results orientation; * Emotional intelligence; * Teamwork; * Sense of priority and operational discipline. **Additional Information** **Benefits:** * Medical insurance; * Life insurance; * Transportation allowance; * Meal and food vouchers; * Private pension plan; * Profit-sharing program; * 100% on-site work model; * Discount agreements with educational institutions; * Automobile purchase discount; * **Work Location:** São Paulo – SP The **Mercedes-Benz** journey began over a century ago. Founded in 1926 by Gottlieb Daimler and Carl Benz, it is a global organization manufacturing and selling vehicles worldwide. Mercedes-Benz is recognized as the pioneer of the automobile, invented in 1886, and proudly highlights Bertha Benz—the world’s first test driver—in its history. In 2020, following the global strategy of Daimler AG Group, the company separated its passenger car and van business units from its truck and bus divisions, establishing **Mercedes-Benz Cars & Vans Brasil**. Since then, the company has consistently expanded, investing in technology to meet customer expectations through high-quality products and services aligned with brand values, as well as social development. The brand’s efforts are also centered on **intelligent connectivity**, **autonomous driving**, and **new mobility concepts**. According to Interbrand’s 2020 study, Mercedes-Benz is the world’s most valuable luxury automotive brand. In Brazil, the brand leads the *Large* Van segment with the Mercedes-Benz Sprinter, offering the market’s most comprehensive portfolio—around 100 possible configurations—and an extensive nationwide dealer network. We firmly believe these achievements result from the contributions of our **employees**, **dealer network**, and, of course, all our **customers** and **fans**, who are integral to this success story!