Job Summary: Act as the technical and strategic focal point for Cloud Prime service management, ensuring effective communication, adherence to agreements, quality, governance, and security, while promoting continuous improvement and identifying opportunities. Key Highlights: 1. Technical and strategic focal point for Cloud Prime service management 2. Ensuring effective communication, quality, governance, and security 3. Promoting continuous improvement and opportunity identification Description: Act as the technical and strategic focal point for managing Cloud Prime services, ensuring effective communication with customers, compliance with contractual agreements, and delivery of services at a high level of quality, governance, and security. Promote efficient resolution of priority requests, continuous improvement of architecture and processes, incident and change management, as well as identification of service enhancement opportunities and new business prospects, ensuring optimal customer experience. Responsibilities and Duties * Serve as the technical focal point for communication between customers and Cloud Prime teams, ensuring proper prioritization of requests based on criticality and SLAs; * Understand customer business and architecture, supporting service evolution, infrastructure improvements, and new solutions; unification between customers and Cloud Prime teams, ensuring proper prioritization of requests based on criticality and SLAs; * Ensure understanding and compliance with support processes, governance, security, and contractual terms; * Understand customer business and architecture, supporting service evolution, infrastructure improvements, and new solutions; * Participate in Change Committees, identifying risks and impacts to systems and business; * Conduct root cause analyses (RCA), support incident resolution, and present reports to customers; * Support highly complex technical requests and provide guidance to internal teams; * Promote continuous process improvement by sharing customer feedback and proposing optimization actions; * Maintain close customer relationships through periodic meetings, indicator monitoring, satisfaction tracking, and identification of new business opportunities. Requirements and Qualifications * Education: Bachelor's degree in Technology or related fields. * Advanced knowledge of the Protheus product: Environment configuration, error log analysis, APSDU, Configurator, Workflow, Webservices, Portals, * Load balancing, Schedule, TDS, LOGProfiler, DBAccess, and TSS. * Desired knowledge of other TOTVS products; * Functional implementation and development of TOTVS products; * Infrastructure and Datacenter; * Public Cloud infrastructure; * Technical English and Spanish. 2512310202491938658
João Silva
Indeed · HR
João Silva
Indeed · HR
