Senior Level 2 Support Analyst

Description

**What we are looking for:** We are seeking a Senior Level 2 Support Analyst, available to work on-site in São Paulo/SP. Availability to work during the following shift: **2:00 PM to 10:52 PM** **Responsibilities** * Provide Level 2 support within a 24x7 operations environment, conducting incident troubleshooting in AWS and Azure environments. * Receive escalations from Level 1 and lead root cause analysis (Sev1/Sev2/Sev3\), proposing solutions. * Execute changes (GMUDs), patching, hardening, and planned activities on cloud infrastructure, adhering to CREFISA’s best practices. * Develop, maintain, and execute automations via Infrastructure as Code (IaC) (Terraform, CloudFormation, ARM, Ansible). * Perform configuration, performance, and cost optimizations for cloud workloads. * Proactively manage problems by identifying recurring patterns and proposing solutions. * Support the Tech Lead during Sev1 incidents (war rooms and technical analysis). * Document operational procedures, technical runbooks, and in-depth post\-mortems. * Transfer technical knowledge. * Ensure compliance with security, governance, and regulatory requirements. * Conduct structured handovers at the end of each shift. **Mandatory Requirements** * Solid experience in Cloud, Advanced NOC, SRE, or Cloud Engineering. * Advanced hands-on knowledge of: * AWS (EC2, VPC, IAM, S3, RDS, EKS, CloudWatch, Systems Manager) **or** Azure (VM, VNet, Entra ID, Storage, AKS, Monitor) * Experience troubleshooting cloud networking (VPC peering, Transit Gateway, ExpressRoute, VPN, DNS, load balancers). * Experience with IaC (Terraform, CloudFormation, ARM, Bicep, or Ansible). * Solid knowledge of Linux and Windows Server in cloud environments. * Experience with observability tools (Dynatrace, Datadog, Grafana, Prometheus, Zabbix, CloudWatch, Azure Monitor). * Practical experience with ITIL (incidents, problems, changes, service requests). * Experience with ITSM tools (ServiceNow, Jira Service Management, or similar). * Scripting/automation skills (Bash, PowerShell, Python). * Strong written and verbal communication skills. * Availability for 24x7 shift coverage (rotating day/night shifts). * Completed or ongoing undergraduate degree in Technology, Computer Science, Engineering, or related fields. **Preferred Qualifications** * AWS Certifications: * Solutions Architect Associate * SysOps Administrator * DevOps Engineer * Azure Certifications: * AZ\-104 (Administrator) * AZ\-305 (Solutions Architect) * AZ\-400 (DevOps Engineer) * Kubernetes (CKA, CKS) or Red Hat (RHCSA, RHCE, EX280\) certifications. * ITIL v4 Foundation or SRE Foundation certifications. * Experience with Kubernetes (EKS, AKS, OpenShift). * Knowledge of SRE principles (SLI/SLO/SLA, error budgets, toil reduction). * Experience with Event\-Driven Automation (Ansible Automation Platform, Rundeck). * Experience in regulated environments (BACEN, LGPD, PCI\-DSS). * Knowledge of FinOps (cloud cost optimization). * Familiarity with AI tools (Copilot, Claude). * Intermediate English (technical reading and troubleshooting with vendors). **Behavioral profile:** We seek someone who: * Enjoys working collaboratively in teams and contributes proactively; * Is courageous, embraces challenges, and pursues new growth opportunities; * Transforms ideas into creative solutions and strives for excellence in all daily tasks; * Demonstrates strong problem-solving skills; * Is self-motivated, comfortable working independently, and capable of managing their own time effectively; * Is interested in tackling innovative and challenging technological situations. Big enough to deliver – small enough to care. **\#VempraGFT** **\#VamosVoarJuntos** **\#ProudToBeGFT** With over 35 years in the market and presence in 16 countries, GFT employs more than 12\.000 people worldwide, including 4\.000 in Brazil. Here, diversity, equity, and inclusion are central to our identity; ensuring a safe workplace for everyone is part of who we are. We foster a culture of development and growth anchored in our Continuous Scaled Learning pillar because we believe intelligent use of technology is the key to success in this digital world. **What we offer** -------------------- * Multi\-benefit card – you choose how and where to use it. * Tuition assistance for undergraduate, graduate, MBA, and language courses. * Certification incentive programs. * Flexible working hours. * Competitive salaries. * Annual performance reviews with structured career development plans. * Opportunities for international career progression. * Wellhub and TotalPass. * Private pension plan. * Childcare allowance. * Health insurance. * Dental insurance. * Life insurance. \#VemPraGFT