Junior Level 1 Support Analyst - ERT

Description

Job Summary: Manage incidents, crises, and communications, ensuring ticket resolution and RCA/Post-mortem documentation within a systems support environment. Key Highlights: 1. Experience in incident management or communication management 2. Knowledge of incident management, post-mortem, problem management, or change management 3. Experience working in a team to manage normal, critical, and crisis incidents Kalendae has been operating in the Brazilian market since 2005, offering co\-sourcing and consulting services, application development, information security, infrastructure services consulting (on-premise and cloud), and training in IT and business service management. We strive for continuous improvement in our services, focused on customer satisfaction and employee fulfillment. Requirements: * Experience in incident management or communication management. * Experience working in systems support environments. * Degree in managerial processes, IT management, or related fields. * Knowledge of incident management, post\-mortem, problem management, or change management. * Agile management practices knowledge is desirable. * Experience in business-critical environments is desirable. * Familiarity with the EMBARCADOR logistics system is a plus. Responsibilities: * Work in a team to manage normal, critical, and crisis incidents. * Register and track the ticket lifecycle until resolution. * Publish messages on emergency channels and company platforms, indicating start, mid-point, and end status. * Ensure appropriate timing of communications, adhering to scheduled times and message content. * Ensure proper escalation and positioning of notifications and records. * Manage crises and conflicts between departments regarding ticket handling. * Ensure all RCA/Post\-mortem reports are documented upon completion of each normal, critical, or crisis incident. **Additional Information:** Employment Type: CLT Location: Avenue Paulista area. Work Model: On-site Schedule: 10:00 PM to 9:00 AM (12x36\ shift pattern) Benefits * Flexible meal allowance: BRL 30.00 per day; * Transportation allowance; * Full Porto Seguro health insurance plan (100% covered, no cost to the employee); * Porto Seguro dental plan; * Birthday day off; * Total Pass (gym membership); * Porto Seguro life insurance; * Pharmacy benefit; * Partnerships with universities and language schools.