Support Operations Lead PL

Description

Job Summary: The Support Operations Lead PL will be responsible for leading customer portfolio support operations, focusing on AMS and Cloud Services, ensuring excellence and satisfaction. Key Highlights: 1. Leadership in customer portfolio support operations for AMS and Cloud Services 2. Focus on quality, operational efficiency, and customer satisfaction 3. Development of relationships and management of technical teams ***Keyrus believes in diversity and inclusion. We encourage everyone to participate in our hiring process, regardless of gender, age, race, or religion. We do not tolerate any form of discrimination. This principle is reinforced throughout the hiring process and actively practiced within the company.*** We know great results are achieved only with a strong team; therefore, we seek talented and passionate individuals who wish to grow professionally and build a career with us. We are looking for a **Support Operations Lead PL** to lead customer portfolio support operations, with a focus on **Application Management Services (AMS)** and **Cloud Services**. This professional will be responsible for ensuring service delivery excellence, acting as the primary integration point between clients, technical teams, and internal departments, with strong emphasis on **quality, operational efficiency, customer satisfaction, and continuous value generation**. **Key Responsibilities** **Customer Portfolio Management** * Be accountable for support operations across multiple clients * Build trusted relationships with IT and business stakeholders * Understand the context, priorities, and specific needs of each client **Service Management (AMS & Cloud)** * Ensure compliance with SLAs, KPIs, and contracts * Monitor service performance and propose continuous improvements * Coordinate support operations (incidents, problems, and requests) **Governance and Operations** * Conduct governance rituals (status reports, operational and executive meetings) * Structure, document, and evolve support processes following ITIL and industry best practices * Ensure visibility and transparency of operations for clients and internal departments **Team Management** * Lead direct and/or indirect technical teams * Allocate resources efficiently based on demand and criticality * Develop the team, fostering a culture of continuous improvement **Financial Management (FinOps / AMS)** * Track revenue, margin, and contract consumption * Identify cost optimization opportunities (Cloud and operations) * Support service expansion initiatives (upsell and cross-sell) **Continuous Improvement and Value Generation** * Identify automation and operational efficiency opportunities * Propose improvements to client environments and processes * Act proactively, anticipating risks and opportunities **Requirements** * Solid experience in: + Support operations management (AMS, Sustentação, or NOC) + Corporate client management (B2B) + Cloud services (AWS, Azure, or GCP) * Knowledge of: + ITIL frameworks (incidents, problems, changes) + Monitoring and observability + L1, L2, and L3 support models * Experience with: + SLA and KPI management + Executive meeting facilitation + Management of multiple stakeholders **Preferred Qualifications** * Experience with **Data and Analytics** environments * Knowledge of **FinOps** * Background in **consulting or managed services** companies Our mission is to help companies unlock the full potential of Data and Digital to enhance performance, drive transformation, and generate new levers of growth and competitiveness. Join the Keyrus Team! If you’d like to learn more about us, please visit our website: http://www.keyrus.com/br/ ***Good luck!***