IT Technical Support Manager (Problem Management)

Description

Job Summary: An IT professional focused on problem management and continuous infrastructure improvement, ensuring availability and alignment with operational requirements. Key Highlights: 1. Focus on problem management and optimization of ICT services 2. Implementation of continuous improvement of processes and infrastructure 3. Ensuring continuity and security of information technology Guarantee the continuity, security, and evolution of the information technology infrastructure, ensuring that physical and logical resources are always available, up-to-date, and aligned with the organization's operational needs through efficient, preventive, and innovative management. **Responsibilities and Duties** * Monitor and record recurring or critical issues affecting ICT services, ensuring proper documentation; * Investigate root causes of problems, collaborating with technical teams to understand what is causing failures or incidents; * Classify problems according to severity and impact to ensure that the most critical ones are resolved first; * Implement solutions that eliminate the root cause of problems, preventing recurrence; * Keep stakeholders informed about problem status, actions taken, and outcomes, and generate trend and improvement reports; * Implement preventive actions, such as process improvements, to reduce future problem occurrences; * Evaluate problem management processes and continuously seek improvements to enhance support efficiency and quality. **Requirements and Qualifications** **EDUCATION** * Completed undergraduate degree and postgraduate course in IT or Administration, with a minimum duration of 360 hours, officially recognized by the Brazilian Ministry of Education (MEC). **PROFESSIONAL EXPERIENCE** Demonstrable experience via work and social security record (CTPS) or official letter from public or private institutions where the candidate has worked: *Problem Management or Coordination/Operation of ITIL processes in an operational environment.* **CERTIFICATIONS/COURSES/TRAININGS** * Official ITIL 4 Foundation certification or higher. * Official ITIL 4 Practitioner: Problem Management certification or course. * Course or certification in Fundamentals of IT Service Management based on ISO/IEC 20000\-1:2018\. * Minimum 20-hour COBIT 2019 Foundation course, delivered either in-person or via e\-Learning. **Additional Information** **Benefits:** Hapvida, Bradesco Saúde, or Unimed health plan (subject to local availability); Hapvida Odonto or Bradesco Dental dental plan; Alelo meal or food allowance; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy discount program; University tuition assistance program; Totalpass; Internal education platform; Welcome-to-Baby Kit; Moodar platform (therapy platform) Great to have you visit us virtually! Shall we get to know each other better? The Lanlink Group has been building transformative experiences—not only for companies but also for people’s lives—across all five regions of Brazil for over 35 years. We envision the future with the purpose of impacting lives and serving as the safe harbor of innovation. Our spaces are built by our employees, who wear the shirt proudly and create, day after day, a joyful and collaborative workplace. We believe trust is the foundation of our relationship with our people and our clients—a trust cultivated through practices such as: hiring and welcoming, inspiring, speaking, listening, thanking, developing, caring, celebrating, and sharing. We are many; we are diverse; \#weareLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR POSITIONS ARE PRIORITY FOR PEOPLE WITH DISABILITIES (PCD)!**