Description: Responsible for supporting TOTVS MODA CLOUD ERP MODA Cloud operations with clients, ensuring service quality and operational success by executing and coordinating necessary resources to meet deadlines and deliver high-quality support services and solutions. Responsibilities and duties * Support ERP Cloud (PAAS) environments; * Resolve day-to-day issues related to cloud infrastructure; * Lead crisis war rooms in cloud environments together with clients and product teams; * Act as the focal point between key internal departments at TOTVS to drive improvement initiatives; * Perform first-contact resolutions (FCR), reducing the number of customer interactions per ticket; * Monitor and ensure client operation stabilization after go-live; * Implement continuous improvements to increase migration process efficiency; * Receive service transitions from projects to Segment Operations; * Develop documentation for new services emerging within support (product enhancements). Requirements and qualifications * Education: Completed Bachelor's degree; * Technical knowledge of DNS, DHCP, TCP/IP, Internet, FTP, Web Server services; * Solid technical knowledge of ERP client/server systems; * Experience in infrastructure and internet support; * Technical understanding of layered applications, client/server/database architectures. 2511120202181861791