Description
Job Summary:
Providing support and diagnosis for customer environments, resolving high-complexity infrastructure issues, and contributing to customer satisfaction in Cloud operations.
Key Highlights:
1. Responsible for providing support and diagnosing customer environments.
2. Handling high-complexity infrastructure-related issues.
3. Contributing to the development of junior analysts.
**[Infra] Senior Infrastructure Analyst - PROTHEUS**
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TOTVS | São Paulo - SP | Remote
Job Description
Provide infrastructure support for customer environments, contributing to the satisfaction of customers served by the Cloud operation. **Working hours:** Tuesday to Saturday, business hours
Responsibilities and Duties
* Provide support and/or diagnose customer environments via TOTVS channels, resolving high-complexity infrastructure-related issues;
* Draft technical reports and operational procedures for environment monitoring, evaluating environments against established Cloud best-practice standards;
* Provide status updates on ongoing requests (when requested by customers and/or internal teams) through support channels (phone, email, system);
* Contribute both to achieving individual performance indicators (productivity, satisfaction surveys, etc.) and to team goals/results by executing tasks according to Cloud-defined standard procedures;
* Alert coordination and leadership about potential risks or crises affecting customers, logging tickets per internal procedures defined by the department;
* Keep FAQs/knowledge base updated with defined solutions shared with customers, documenting Level-1 KCS solutions for recurring daily issues;
* Effectively drive improvement processes by identifying problems and key issues, detecting new solutions, and implementing improvement actions;
* Support the development of more junior analysts through knowledge sharing;
* Install and support TOTVS and/or third-party technologies using high-availability solutions, following pre-established Cloud procedures and documented best practices and standards;
* Define and implement changes across environments, maintaining broad awareness of associated risks and impacts, evaluating infrastructure, Cloud standards, and requirements per best practices;
* Suggest and implement automation of repetitive processes to achieve sustainable improvements, monitored via efficiency and demand indicators;
* Ensure full functionality of Cloud environments through configuration, parameterization, and environment migrations.
Requirements and Qualifications
* Education: Bachelor’s degree in Information Technology or related fields.
* Specific Knowledge:
* Advanced administration of TOTVS product environments;
* Intermediate-level Infrastructure and Datacenter knowledge;
* Intermediate-level Public Cloud Infrastructure knowledge;
* Intermediate-level Automation Tools knowledge.
* Certifications:
* ITIL Foundation – Information Technology Infrastructure Library;
* Operating Systems or Database certifications.
Desirable Requirements
* ADVPL Development;
* Specific knowledge of PROTHEUS modules.
Salary Range
To be determined
Employment Type
CLT (Consolidation of Labor Laws)
Benefits
* TOTVS Online University, a corporate university offering free content and certifications for all employees;
* +Saudáveis Program, supporting each TOTVER’s well-being through advisory services and initiatives focused on physical health, mental health, and personal finance;
* +Vantagens Program, Latin America’s largest discount network, exclusively for our employees;
* +Cuidado Program, a personal support program for employees and their families, offering guidance across multiple specialties including psychology, social work, pet consulting, etc.;
* Einstein Conecta, a complimentary online medical consultation benefit provided by physicians from Hospital Israelita Albert Einstein;
* Health and dental insurance;
* Meal and/or food allowance;
* Transportation allowance and shuttle services at select metro stations;
* Extended maternity and paternity leave;
* Nursing room;
* Bicycle parking;
* Changing rooms;
* Life insurance;
* Childcare allowance;
* Private pension plan;
* Office designed to foster creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation lounges;
* Gympass.
About the Company
As a technology leader, we are a universe of nonconformist individuals driven by innovation, autonomy, learning, and performance.
Together, we create opportunities, transform futures, and share knowledge. Here, your professional growth happens within an inclusive, respectful, and energizing environment — people helping people!
We pursue sustainable growth, leveraging data and AI to drive smarter, more efficient outcomes for our customers.
Join us in innovating and building the future of technology.
#VemPraTOTVS #SomosTOTVS
Full-time
Onsite
Goiânia,Goiás
