At Hitss, innovation is our fuel, curiosity is our engine, and respect for the customer is our compass. If you are driven by a passion to create disruptive technological solutions, if you constantly seek challenges that push the boundaries of what’s possible, and if you believe putting the customer first is the key to success, then you’re in the right place. We want people who stand out, think outside the box, and are willing to explore new horizons. Here, every idea is valued, every question is encouraged, and every challenge is embraced as an opportunity for learning and growth. Join us and become part of a vibrant culture where innovation is fueled by relentless curiosity and where respect for the customer permeates all our actions. Here, you’ll have the freedom to explore your skills, collaborate with brilliant minds, and shape the future of technology. If you’re ready to join a company that believes talent is the key to success, send us your resume and become part of our team. We’re excited to meet you and jointly drive the next generation of technological solutions. **Come be a Hit!** **Responsibilities and Duties** * Be responsible for activities and specialized teams, fully managing services and operations; * Ensure flawless operation of the team’s work processes; * Participate in crisis monitoring rooms and implementation rooms; * Prepare incident reports and occurrence reports; * Monitor the team’s support queues, ensuring compliance with established SLAs; * Negotiate response deadlines for requests with responsible departments; * Participate in meetings with development and production teams, promoting alignment and integration across teams. **Requirements and Qualifications** **Required Qualifications** * Bachelor’s degree in Information Technology or related field; * Proven experience supervising or leading IT teams, preferably in production environments; * Experience managing incidents, problems, and crises, including participation in crisis rooms and implementations; * Solid knowledge of production and system support processes; * Hands-on experience monitoring SLAs, support queues, and demand prioritization; * Experience negotiating deadlines and aligning with technical and business areas; * Must work on-site at Rio de Janeiro/RJ headquarters (night shift position). **Additional Information** Want to see all our open positions? Visit our page: Hitss \- Work With Us https://globalhitss.gupy.io/ **Important: All our positions are open to professionals with disabilities, and we uphold gender and racial/ethnic equity.** HITSS BRASIL is a multinational company within the Claro Group, operating for over 30 years in the digital solutions and IT services market across 7 countries. Combining unparalleled experience and specialized expertise, our 5\.000 employees are committed to making the new happen every day. We invest in innovation with integrity and strive to develop inclusive, responsible, and sustainable solutions for our employees and customers. **Through our Diversity and Inclusion pillar, everyone has equal opportunities to build their career.** We do not discriminate based on gender, religion, race, sexual orientation, social status, or disability. If you thrive on challenges, trends, agile and innovative processes, this is your place. Join us!