**Cloud Services Analyst** ==================================== TOTVS \| Joinville \- SC \| Hybrid Job Description Provide infrastructure support for customer environments, contributing to customer satisfaction within the Cloud operations team. Responsibilities and duties WHAT YOU WILL DO: Provide support to customer Cloud environments through TOTVS channels, resolving medium-complexity infrastructure-related issues; * Review and classify tickets (if necessary) into the appropriate category by following defined processes, aiming to meet established targets; * Register customer requests with all required evidence (opened tickets) and detailed information necessary for all stakeholders via the service system; * Escalate requests or incidents that cannot be resolved (after exhausting all possible solutions within the time frame estimated by the team leadership) to the next level by registering an incident or problem in the service tool, detailing actions taken and results achieved, so that the next level can continue resolving it; * Evaluate tickets opened by customers and reclassify or categorize them (when necessary), following documented internal processes, to properly align demand; * Provide status updates on ongoing requests (when requested by the customer and/or internal teams) through service channels (phone, email, system); * Contribute to achieving individual performance indicators (productivity, satisfaction surveys, and others) as well as team goals, by executing tasks according to standard Cloud procedures; * Alert management and leadership about potential risks or crises affecting customers, opening tickets according to internal procedures; * Keep FAQs/knowledge base updated with solutions provided to customers, documenting Level 1 KCS solutions based on recurring daily demands; * Support improvement initiatives by identifying problems and relevant issues, detecting new solutions, and suggesting and implementing improvement actions; * Support the development of junior analysts through knowledge sharing; * Perform medium-complexity installations and migrations of TOTVS and third-party products in Cloud environments, based on customer requests submitted via tickets; * Proactively diagnose customer environment issues (via monitoring), anticipating demands whenever possible. Requirements and qualifications **WHAT WE EXPECT FROM YOU:** * Administration of TOTVS product-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 or Database – Desirable; * Knowledge of Datasul/Logix systems (Architecture/Installation) Salary range To be negotiated Employment type CLT Benefits * TOTVS Online University, a corporate university offering free content and certifications for all employees; * \+Saudáveis Program, dedicated to each TOTVER's wellbeing with guidance and actions focused on physical, mental, and financial health; * \+Vantagens Program, Latin America's largest discount network, exclusive to our employees; * \+Cuidado Program, personal support program for employees and their families, offering guidance in various specialties such as psychology, social services, pet consulting, etc.; * Einstein Conecta, free online medical consultation provided by doctors from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal voucher and/or food allowance; * Transportation allowance and shuttle buses at select metro stations; * Extended maternity and paternity leave; * Lactation room; * Bike parking; * Locker rooms; * Life insurance; * Childcare allowance; * Private pension plan; * Office environment designed to stimulate creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation chairs; * Gympass. About the company If you are kind-hearted, passionate about learning, and driven by results, you're in the right place! As Brazil's leading technology company, we aim to build a stronger ecosystem with people who love innovation and believe in collaboration to make a difference! Here, we offer a dynamic environment that celebrates diversity, promotes inclusion, and constantly pursues excellence. We believe in the transformative power of technology and its ability to contribute to building a more diverse and inclusive society. Therefore, we are committed to our diversity and inclusion policies and programs to ensure an increasingly representative, respectful, and welcoming ecosystem. \#dareandtransform \#beTOTVS