Support Analyst

Description

Job Summary: Technical support professional responsible for monitoring KPIs, responding to support requests, diagnosing incidents, monitoring systems, and documenting solutions. Key Highlights: 1. Specialized technical support and assistance 2. System monitoring and incident resolution 3. Focus on information security and IT management **Responsibilities**: Monitor SLA performance indicators for support services; Respond to and log technical support requests; Diagnose and resolve incidents; Monitor system availability; Escalate issues to specialized teams; Document solutions and update the knowledge base; Support implementation of changes and updates; Ensure compliance with agreed SLAs; Assist in mapping departmental processes; Update performance indicators monthly; Ensure daily time tracking and zero-hour bank balance at month-end; Participate in OKR and KPI check-in meetings; Promote sustainable development culture; Perform other related departmental tasks; **Required Education**: Completed Bachelor's degree in Information Security, Computer Networks, Computer Science, or other IT-related fields. **Mandatory Requirements**: Artificial Intelligence (use of models, automation, evaluation of AI solutions for infrastructure and security); Log management and analysis (Datadog); Ticket and task management; Cloud platform knowledge (AWS, OCI, Azure, GCP); SQL database knowledge (Oracle, PostgreSQL); ISO 27000 information security standards; Project and task management tools (Miro/Jira and Kanban); Performance management tools (KPIs and OKRs); Google Sheets and/or Excel; Google Workspace tools (Drive, Forms, etc.); Communication skills (written and verbal); **Preferred Qualifications**: ITIL 4 Foundation; Docker fundamentals; Kubernetes fundamentals; AWS Cloud Practitioner; Basic scripting (Shell, Python) for routine automation; General Data Protection Law (LGPD); **Behavioral Competencies**: Interpersonal relationship skills; Systems thinking; Analytical thinking; Problem-solving ability; Customer orientation; **Work Modality**: Hybrid; **Working Hours**: Monday through Friday, from 8:30 AM to 5:30 PM; **Compensation**: Competitive salary commensurate with the role + benefits (meal allowance of BRL 40.00 per day, food allowance of BRL 750.00 per month + transportation allowance), plus additional benefits listed below. Minimum Education Level: Bachelor's degree * Day Off * Zenklub * Dental Plan * Health Insurance * Education Incentive * Transportation Allowance * Food Allowance * Meal Allowance