Technical Leader for Digital Platform Support

Description

Job Summary: We are seeking a Senior professional to serve as a technical leader, responsible for supporting digital platforms, managing incidents, and driving continuous improvement. Key Highlights: 1. Technical leadership in digital platform support 2. Focus on incident prevention and continuous improvement 3. Collaboration and problem resolution **What We’re Looking For:** A Senior-level professional experienced in **(Technical Leadership).** **Responsibilities:** Digital Platform Support * Provide technical leadership to the digital platform support team. * Manage incidents, problems, and changes following ITSM best practices. * Prioritize requests and ensure SLA compliance and operational quality. * Lead war rooms and directly resolve critical incidents (P1/P2\). * Operations and Continuous Improvement: Analyze application performance and propose improvement and prevention initiatives. * Create, maintain, and evolve runbooks, playbooks, and technical documentation. * Focus on incident prevention and reduction of recurrence. * ServiceNow and Operational Governance. * Manage incidents, problems, service requests, and changes in ServiceNow. * Monitor support KPIs, dashboards, and reports. * Suggest improvements to workflows and processes supporting operations. * Technical Support and Troubleshooting. * Support root cause analysis for applications built with React, React Native, and Node.js. * Read and understand code for troubleshooting purposes. * Support engineering teams with technical analysis, logs, diagnostics, and issue reproduction. * Infrastructure and Observability. * Collaborate closely with infrastructure and cloud teams. * Use monitoring and observability tools (e.g., Dynatrace). * Understand containerized environments, CI/CD pipelines, and cloud platforms. * Relationship Building and Collaboration: Support Product Owners in analyzing recurring incidents and improvement initiatives. * Facilitate rituals such as post-mortems, problem analyses, and preventive action planning. * Act as a bridge between operations, engineering, and business units. **Requirements:** * Prior experience in Application Support, Operations, SRE, or Technical Leadership; * Ability to technically handle critical incidents and make decisions under pressure; * Familiarity with source control, Git, and CI/CD pipelines; * Experience with ITSM tools (ServiceNow preferred); * Solid knowledge of: Web application and API fundamentals; Logs, monitoring, metrics, and troubleshooting; Infrastructure concepts (cloud, networking, authentication, databases). **Desirable:** * Experience or familiarity with: React, React Native, and/or Node.js; Docker and Kubernetes; * Relational and/or NoSQL databases; * Observability tools (e.g., Dynatrace); * Azure DevOps; * Experience with software development best practices (Clean Code, SOLID, Design Patterns). **Behavioral Profile:** We seek someone who: * Enjoys teamwork and is **collaborative** in their responsibilities; * Has the **courage** to challenge themselves and go beyond, embracing new growth opportunities; * Transforms ideas into **creative solutions** and pursues quality in all daily activities; * Possesses strong **problem-solving skills**; * Is capable and comfortable working independently and **managing their own time**; * Is interested in tackling technologically **adverse and innovative** situations. Big enough to deliver – small enough to care. **\#VempraGFT** **\#VamosVoarJuntos** **\#ProudToBeGFT** With over 35 years in the market and presence in 16 countries, GFT employs more than 12\.000 people worldwide, including 4\.000 in Brazil. Here, diversity, equity, and inclusion are at our core, and ensuring a safe workplace for everyone is fundamental to who we are. We foster a culture of development and growth anchored in our Continuous Scaled Learning pillar because we believe intelligent use of technology is the key to success in this digital world. **What We Offer** -------------------- * Multi-benefit card – you choose how and where to use it. * Tuition assistance for undergraduate, graduate, MBA, and language courses. * Certification incentive programs. * Flexible working hours. * Competitive salaries. * Annual performance reviews with structured career development plans. * Opportunities for international career progression. * Wellhub and TotalPass. * Private pension plan. * Childcare allowance. * Health insurance. * Dental insurance. * Life insurance. \#VemPraGFT