Governance Specialist – Support

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Ensure adherence to support SLAs by tracking operational metrics and managing incidents to maintain system availability.

• Establish support protocols and processes by applying ITIL methodologies and governance frameworks for operational consistency.

• Assess the quality of support services by reviewing service and performance metrics to ensure ongoing improvement.

• Coordinate problem management efforts by performing root cause analyses (RCA) to minimize the frequency of incidents.

• Develop support performance metrics by establishing KPIs and management dashboards to facilitate informed decision-making.

• Foster continuous process enhancement by identifying operational bottlenecks to improve service efficiency.

• Manage support vendors through contract oversight and performance assessments, ensuring high-quality service delivery.

• Ensure thorough documentation of operational processes by maintaining runbooks and technical procedures to mitigate operational risks.

• Assist in internal and external audits by providing necessary evidence and controls to ensure compliance with regulations.

• Mentor technical teams by sharing best practices in support to enhance operational maturity.

⛳️ Requirements

• A Bachelor's degree in Information Technology or a related discipline.

• Previous experience in comparable roles.

🏝️ Benefits

• CIEE has a diversity program that welcomes and respects who you are and who you want to be!