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Job Summary: Coordinate the Level 2 Support, SU, and Maintenance team, ensuring stable system operations, process standardization, and adherence to agreed SLAs. Key Highlights: 1. Solid experience in software engineering and support 2. ITIL incident and problem lifecycle management 3. Integrated collaboration with Product Managers and business areas For over 90 years, Banco BMG has focused on democratizing access to financial solutions, always placing the customer at the center of everything we do. We are a reference in payroll-deductible loans and operate nationwide through branches, franchises, banking correspondents, and a comprehensive app that connects millions of people to simple, accessible, and innovative financial services. Sustainable growth and results that deliver value to our customers, shareholders, employees, and society at large are a top priority for us. Our results reflect this commitment. Guided by principles, we have built an organizational culture that values people, drives ownership, and transforms social impact into legacy. We work with teams that prioritize autonomy, accountability, and excellence. We continuously invest in knowledge and innovation to transform the journeys of both employees and customers. This people-first approach led us to be recognized in 2025 as one of the Top 3 Best Financial Institutions to Work for in Brazil, ranking 3rd in the Great Place To Work® rankings — a proud achievement reinforcing our daily commitment to living the "BMG Way". These pillars drive continuous transformation, enabling daily reviews of processes, customer journey, decision-making, and how teams connect to create value. At BMG, we are driven to do things differently and better — with integrity, simplicity, and our unique identity: the BMG Way. **Responsibilities and Duties** * Coordinate the Level 2 Support, SU, and Maintenance team, ensuring stable system operations, process standardization, and compliance with agreed SLAs. * Manage the incident and problem lifecycle — from opening through resolution and closure — in accordance with ITIL practices. * Perform impact assessments of incidents, defining priorities, escalations, and appropriate action plans. * Monitor and ensure SLA adherence, taking preventive and corrective actions as needed. * Define, track, and analyze operational KPIs and indicators (SLA, MTTR, incident volume, recurrence, availability). * Create and maintain monitoring dashboards to ensure operational visibility and support data-driven decision-making. * Conduct periodic health checks to identify risks, potential failures, and improvement opportunities. * Validate, test, and document incident and problem resolutions, ensuring delivered solutions are effective. * Collaborate closely with Product Managers (PMs) and business areas to ensure proper understanding of the product and customer needs. * Ensure service and delivery quality, with focus on stability, reliability, and user experience. * Provide technical and operational support to the team, promoting continuous improvement, best practices, and process maturity. * Maintain a critical and analytical mindset, ensuring high-quality deliverables and service. \#LI\-HYBRID \#LI\-SF1 **Requirements and Qualifications** * Bachelor’s degree completed, preferably in Computer Science, Software Engineering, Information Systems, or related fields. * Solid experience in software engineering, with a strong focus on support and quality. * Experience conducting root cause analysis (RCA) and leading problem investigations. * Experience assessing incident impact, including both technical and business analysis. * Prior experience in banking or mission-critical system environments. * Knowledge of ITIL methodology and incident/problem management practices. * Understanding and hands-on experience with agile methodologies (Scrum, Kanban, or similar). * Monitoring, Testing, and Quality * Familiarity with monitoring, observability, and automation tools such as Dynatrace, Kibana, Grafana, Selenium, Postman, Rest Assured, among others. * Knowledge of functional testing, test automation, and execution of automated scripts. * Experience validating APIs, mobile applications, and web applications. * Experience in people management. * Availability for hybrid work model in São Paulo. **Behavioral Competencies:** * Autonomy in decision-making and activity execution. * Adaptability to dynamic, high-stakes environments. * Critical thinking and sense of urgency, with focus on service stability and continuity. * Strong teamwork and collaborative skills across technical and business areas. \#LI\-HYBRID \#LI\-SF1 **Additional Information** **Benefits, Health and Well-being** * Health plan with no monthly fee \+ Telemedicine; * Dental plan with no monthly fee; * Meal and food allowance; * Life insurance; * Funeral assistance; * Private pension; * Competitive annual variable compensation (bonus); * PPR — Profit Sharing Program; * Único Skill (free education benefit); * Bicycle parking and changing rooms; * Childcare assistance; * Internet allowance; * Quality-of-life programs; * On-site clinic; * Pregnancy program; * Extended maternity and paternity leave; * Copay exemption for pregnant women and babies up to 1 year old; * Customized baby kit; * Dr. BMG — Telepsychology \+ Telemedicine \+ Nutritionist \+ Nurse and Physical Education Specialist, extended to dependents; * PAP — Financial, legal, and psychological advisory program; * Gympass/Wellhub — Discounts at gyms; * Pharmacy network; * Fresh fruit every day; * Birthday Day Off; * Flexible dress code; * Hybrid work model. So, are you ready to wear the jersey and shine on the field with a bank present in the lives of millions of Brazilians and recognized as one of the best places to work? **\#VamosPraCima** **JOIN BANCO BMG!** We are always looking for people who resonate with our culture and are ready to contribute to Banco BMG’s success. With 94 years of history, we are passionate about delivering the best for our customers — the center of everything we do! At BMG, we lead the payroll-deductible loan market, offering accessible credit to millions of Brazilians. With the largest network of banking correspondents in the country, we drive local economic growth and bring opportunity to all regions of Brazil. **Education and Development: Our Passion for People’s Careers** We believe our employees’ development is essential to our success. That’s why we offer an **educational platform**, providing access to undergraduate and graduate degrees, language courses, short courses, and mentoring. At Banco BMG, continuous learning is part of our culture! **Diversity and Inclusion**: We believe diversity strengthens us. We foster an inclusive workplace where you can be yourself and bring your best. We value differences and believe they are fundamental to our success. #### **It’s for our customers that we wear the jersey and dedicate ourselves to executing every play with excellence!**
