Job Description: Responsible for supporting the ERP MODA Cloud environment for customers, ensuring operational quality and success by executing and coordinating necessary resources to meet service delivery timelines and provide high-quality support and services to TOTVS MODA CLOUD customers. Responsibilities and Duties * Support ERP Cloud (PaaS) environments; * Resolve daily cloud infrastructure-related issues; * Lead crisis war rooms in cloud environments jointly with customers and product teams; * Serve as the focal point across key areas within TOTVS to drive improvement initiatives; * Deliver first-call resolution (FCR) to reduce the number of customer interactions per support ticket; * Monitor and ensure operational stabilization for customers post go-live; * Implement continuous improvement to enhance migration process efficiency; * Receive service transition from projects into Segment Operations; * Document new services emerging from support activities (e.g., product enhancements). Requirements and Qualifications * Education: Bachelor’s degree or higher; * Technical knowledge of DNS, DHCP, TCP/IP, Internet, FTP, and Web Server services; * Solid technical knowledge of client/server ERP systems; * Experience in infrastructure and internet support; * Technical knowledge of multi-tier applications, including client/server/database. 2512130202201861791