Junior Cloud Services Analyst (Datasul)

Description

Job Summary: Provide support for customers' environment infrastructure, contributing to customer satisfaction in Cloud operations by delivering support and issue diagnosis. Key Highlights: 1. Providing support for customers' Cloud infrastructure 2. Performing installations and migrations of TOTVS and third-party products 3. Proactively diagnosing issues in customers' environments **Junior Cloud Services Analyst (Datasul)** =============================================== TOTVS | Joinville - SC | Hybrid Job Description Provide support for customers' environment infrastructure, contributing to the satisfaction of customers served by Cloud operations. Responsibilities and Duties WHAT YOU WILL DO: * Provide support for 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 area's Coordination) to the next level by registering an incident/problem in the support tool, detailing actions taken and results achieved, 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 (when requested by customers and/or internal teams) via support channels (phone, email, system); * Contribute both to achieving individual performance metrics (productivity, satisfaction surveys, etc.) and to the team's overall goals and targets by executing tasks in accordance with Cloud-defined standard procedures; * Alert coordination and leadership about potential risks or crises affecting customers and act accordingly, 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 continuous improvement initiatives by identifying problems and relevant issues, detecting new solutions, and suggesting and implementing improvement actions; * Support the development of more junior analysts through knowledge sharing; * Perform medium-complexity installations and migrations of TOTVS and/or third-party products in Cloud environments, based on customer-generated tickets; * Proactively diagnose issues in customers' environments (via monitoring), anticipating demand whenever possible; * Register customer requests with all necessary supporting evidence (opened tickets) and detailed information for all impacted parties, using the support system; * Review and classify tickets (if necessary) with appropriate categories, following the defined process, aiming to meet established targets; Requirements and Qualifications **WHAT WE EXPECT FROM YOU:** * Administration of TOTVS product 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 Network University, a corporate university offering free content and certifications for every employee; * +Saudáveis Program, supporting 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, a personal support program for employees and their families, offering guidance across various specialties including psychology, social work, pet consulting, etc.; * Einstein Conecta, a complimentary online medical consultation service provided by physicians from the Albert Einstein Israelite Hospital; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services at select metro stations; * Extended maternity and paternity leave; * Nursing 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 lounges; * 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. Here, your professional development happens in an inclusive, respectful, and energizing environment — built by people, for people! We pursue sustainable growth. We leverage data and AI to drive smarter, more efficient outcomes for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS