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Job Summary: A professional to lead the User Support Team (N1/N2), ensuring efficient, secure, and user experience-oriented operations. Key Highlights: 1. Lead and develop the N1/N2 analyst team 2. Implement ITIL v4 and KCS best practices 3. Promote automation and continuous process improvement We seek a professional to lead the User Support Team (N1/N2\), ensuring efficient, secure, and user experience-oriented operations with high-quality standards, SLA/OLA compliance, and strong integration with Infrastructure, Information Security, Development, and Business teams. This position serves as the focal point for high-impact incidents, with accountability for metrics, automation, knowledge management, and continuous evolution of support processes. Key Responsibilities * Lead, develop, and engage the N1/N2 analyst team, conducting 1:1 meetings, continuous feedback, and individual development plans (IDPs); * Plan schedules, vacations, on\-call rotations, and operational coverage (including 24x7 where applicable); * Manage ticket distribution, prioritization, and balancing to ensure SLA/OLA compliance and backlog control; * Implement and sustain ITIL v4 best practices (Incident, Request, Problem, and Change); * Establish and maintain KCS (Knowledge\-Centered Service), with a living and up-to-date knowledge base; * Create, maintain, and evolve runbooks, SOPs, triage workflows, and escalation matrices; * Conduct root cause analyses (RCA) and action plans using methodologies such as PDCA and Kaizen; * Ensure secure onboarding and offboarding practices, access control, MFA, password resets, and privilege management; * Administer and enhance the ITSM/ticketing platform (service catalog, automations, SLAs, and fields); * Collaborate with Infrastructure and Information Security teams on asset and CMDB management; * Promote process automation (PowerShell, Power Automate) to reduce TTR and repetitive tasks; * Report and monitor operational KPIs and OKRs (SLA, FCR, CSAT, MTTR, backlog, reopened tickets); * Lead continuous improvement initiatives, such as self-service, chatbots, user portals, and device standardization. Key Challenges of the Role* Deliver excellence in support within high-demand environments; * Elevate operational maturity and user experience; * Reduce user effort through automation and self\-service; * Maintain constant alignment with partner teams and stakeholders; * Balance operational stability with continuous evolution. Technical Requirements and Experience* Practical experience applying ITIL v4 to operations (Incident, Request, Problem, and Change); * Experience with ITSM platforms (ServiceNow, Jira Service Management, Zendesk, Freshservice, GLPI, or similar); * Knowledge of asset management, CMDB, and onboarding/offboarding processes; * Experience analyzing and reporting KPIs (SLA, CSAT, FCR, MTTR) and executive reports; * Automation and scripting with PowerShell and Power Automate; * Hands-on KCS experience for knowledge management; * Experience in corporate macOS and Linux environments; * Experience with operational dashboards (Power BI, Grafana, or Looker). Education* Completed undergraduate degree in Information Technology, Computer Science, Information Systems, or related fields (or equivalent experience). Do you identify with this profile? Join our great team! \#sougrupomalwee Want to learn more about us? Visit our social media: Linkedin /grupomalwee Facebook /grupomalwee Instagram /grupomalwee "Grupo Malwee respects and promotes diversity and inclusion. All our positions are open to persons with disabilities (PwD)." Minimum Education Level: Bachelor's Degree * 40% discount on collection purchases (e-commerce) * Collective vacations * Profit-sharing program (PLR) * On-site meals * SESI dental care * In-house clinic * + Health and dental insurance (co-payment) * Development and training program * Partnerships (retail, pharmacies, language schools) * 40% discount on collection purchases (physical stores) * Flexible working hours
