Senior Control Tower Analyst

Description

Job Summary: The Senior Control Tower Analyst ensures adherence to agreed service levels by proactively monitoring service delivery and anticipating potential delays. Key Highlights: 1. Working for a leading MRO (Maintenance, Repair, and Operations) company in Brazil 2. Focus on ensuring customer experience and process optimization 3. Opportunity to develop and implement structural solutions Since 1966, Nortel has been making history in the MRO (Maintenance, Repair, and Operations) sector and is a national benchmark in the distribution of electrical materials and PPEs, consistently delivering timely and efficient solutions to companies of all sizes and across all market segments. Join the largest MRO-category supply distributor in Brazil. Nortel operates branches nationwide and differentiates itself from other companies in this segment through its unique purpose: simplifying the lives of its customers. We believe that a company’s success stems from highly qualified and engaged individuals committed to their personal and professional development, guided by purposes aligned with a greater good. **Position Summary** The Senior Control Tower Analyst is responsible for ensuring compliance with service-level agreements (SLAs) established with clients, proactively monitoring all stages of service delivery based on critical dates (service date, scheduled execution date, contractual and operational deadlines). Acts as the central control point to anticipate potential delays, coordinate actions, and safeguard the customer experience. **Key Responsibilities** * Monitor daily SLA indicators per client, business unit (BU), and department; * Track service dates and compare them against committed deadlines. * Take preventive action when SLA breach risk arises. * Escalate critical cases and manage resolution efforts to ensure deadline adherence. * Monitor orders, service requests, or activities with focus on the client’s required date. * Identify date deviations, assess impacts, and direct corrective actions. * Validate rescheduling and ensure appropriate communication to commercial teams or clients. * Conduct root cause analysis upon delays and develop and implement structural actions to prevent recurrence. * Participate in and lead operational rituals (daily stand-ups, war rooms, SLA committees). * Report trends, risks, and delay patterns to leadership. * Develop and maintain SLA, aging, and productivity dashboards. * Support automation initiatives (Power BI, Power Automate) for delay alerts. **Requirements** **Education** * Bachelor’s degree completed in Administration, Logistics, Engineering, IT, or related fields. **Technical Knowledge** * Advanced Excel (mandatory) and Power BI (preferred) * Experience in SLA analysis, aging reports, and operational KPIs. * Strong analytical capability to interpret delay behaviors and patterns. **Behavioral Competencies** * Strong sense of urgency and prioritization. * Clear and concise communication. * Autonomy in decision-making. * Systemic vision and results orientation. * High negotiation and influencing capability. **Differentiators** * Experience in customer service processes * Lean Six Sigma certification. * Hands-on experience with automation of SLA alerts and rules. * Experience acting as a focal point in critical operations. All qualified candidates will be evaluated for internal opportunities based solely on merit, performance, and results—without discrimination due to race, color, religion, sexual orientation, gender identity, national origin, or disability. **All our positions are inclusive and affirmatively open to people with disabilities—and your application is especially welcome.**