Senior Control Tower Analyst

Description

Job Summary: The Senior Control Tower Analyst ensures adherence to agreed service levels with clients by proactively monitoring service delivery and anticipating potential delays. Key Highlights: 1. Act proactively and coordinate actions to ensure deadlines. 2. Conduct root cause analyses and implement structural actions. 3. Develop and maintain SLA, aging, and productivity dashboards. Since 1966, Nortel has been making history in the MRO (Maintenance, Repair, and Operations) sector and is a national reference in the distribution of electrical materials and PPEs, consistently delivering timely and efficient solutions to companies of all sizes and market segments. Join the largest MRO supplies distributor in Brazil. Nortel operates branches across the entire national territory and differentiates itself from other companies in the 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 levels agreed upon with clients, proactively monitoring all stages of service delivery based on critical dates (service date, estimated execution date, contractual and operational deadlines). Acts as the central control point to anticipate delay risks, coordinate actions, and safeguard the customer experience. **Key Responsibilities** * Monitor SLA indicators daily by client, business unit (BU), and area; * Track service dates and compare them against committed deadlines. * Act proactively when SLA breach risk arises. * Escalate critical cases and lead resolution efforts to guarantee deadlines. * Monitor orders, tickets, or activities with focus on the customer’s required date. * Identify date deviations, assess impacts, and direct corrective actions. * Validate rescheduling and ensure proper communication to the commercial team or client. * Conduct root cause analyses in case of 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. * Contribute to automations (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 (desirable) * Experience in SLA, aging, and operational indicator analysis. * 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. * Experience with automation of alerts and SLA rule enforcement. * Experience acting as a focal point in critical operations. All qualified candidates will be evaluated for internal opportunities based on merit, performance, and results, without discrimination due to race, color, religion, sexual orientation, gender identity, national origin, or disability. **All our positions are affirmative for persons with disabilities, and your application is especially welcome.**