Operations Analyst

Description

Job Summary: The professional will manage user requests, monitor field technicians, handle technical tickets, audit technical reports, and monitor SLAs to ensure service quality. Key Highlights: 1. Manage and track user and field technician requests. 2. Perform comprehensive technical ticket management and report auditing. 3. Responsible for monitoring SLAs and escalating incidents when necessary. TECHUB has been operating in the market since 1990, consistently committed to delivering excellence in meeting all client demands while respecting customers, employees, servers, and society. Here, we value transparency and the quality of the services and products we offer. We invest in information technology because we believe it can help make businesses more productive, profitable, and efficient. We invest in the continuous development of our people, and everyone contributes to promoting the TECHUB brand and culture. **Responsibilities and Duties** * Manage user requests, tracking records and solutions according to aligned technical procedures and quality practices within the defined SLA; * Monitor field technicians; * Define and track technician routes via Oracle system; * Manage technical tickets (tickets) from receipt, assignment to the appropriate technician, through to closure; * Audit technical reports, validating parts and diagnoses with support from Level 2 technical support team; * Manage suppliers; * Contact clients for follow\-up; * Suggest solution options for incident resolution (think outside the box); * Monitor SLAs and compliance with processes established in the "service catalog"; * Be responsible for escalating incidents and engaging relevant departments to assist in resolving issues outside one’s scope — thereby ensuring service quality; * Route tickets to appropriate support queues when necessary; * Send daily updates on major unavailability events or environment impacts: number of tickets, e\-mails, chats, escalations, deviations; * Prepare periodic reports and metrics (quantitative and qualitative) on services delivered and present them to direct managers; * CLT position \- Permanent * Working hours: Monday to Friday, 9:00 AM to 6:00 PM (On\-site) **Requirements and Qualifications** * Completed bachelor’s degree (Information Systems, Administration, IT Service Management, Engineering, or related fields); * Proficiency in report and dashboard creation; * Advanced proficiency in Microsoft Office Suite, especially Excel; * Experience in IT support; * Experience in ticket/call management; * Easy access to South Zone/SP; #### **Preferred Qualifications:** * ITIL Certification * Yellow Belt or higher certification (Green Belt/Black Belt); * Knowledge of quality tools; **Additional Information** **What We Offer:** * Profit Sharing Program (PPR) * Meal Voucher * Transportation Voucher * Medical Insurance / Dental Insurance * Tuition Assistance * Gympass * Childcare Assistance * Birthday Day Off * Life Insurance * Pharmacy Partnership At TECHUB, technology, business, and people converge to create something greater: integrated solutions that transform challenges into tangible results. We are more than a technology company — we are a **dynamic ecosystem**, driven by innovation, closeness, and positive impact on business and society. **Here, your career has room to grow.** We are expanding rapidly and seeking passionate individuals who embrace challenges and see technology as a tool to empower businesses and improve the world. We invest in the continuous development of our people, and everyone contributes to promoting the TECHUB brand and culture.