IT Operations Supervisor

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

📋 Description

• Oversee the daily functions of the ITSM Service Desk and the analysts who provide support.

• Consistently monitor incident and request queues.

• Ensure that tickets are appropriately assigned to the relevant resolution teams.

• Track critical requests and tickets that are at risk of violating SLA.

• Monitor SLA performance, backlog, ticket urgency, and ticket age.

• Distribute the workload evenly among Service Desk professionals.

• Coordinate technical and operational escalations as needed.

• Ensure daily updates of the operation’s KPIs.

• Track critical tickets until stabilization or proper routing is achieved.

• Identify operational deviations and formulate action plans.

• Ensure adherence to established processes and procedures.

• Drive ongoing operational improvements and minimize rework.

• Maintain an organized and up-to-date knowledge base.

• Assist in identifying and resolving recurring incidents.

• Encourage knowledge transfer among team members.

• Ensure clear and timely communication among the Service Desk, resolution teams, and management.

⛳️ Requirements

• Bachelor’s degree or an equivalent higher education qualification.

• Experience in ITSM operations and application support.

• Familiarity with incident and request management.

• Knowledge of SLA management and monitoring processes.

• Understanding of queue and backlog management.

• Experience in managing critical incidents.

• Proficient in prioritizing tickets based on their impact and criticality.

• Experience with functional and technical escalation processes.

• Experience in monitoring operational KPIs.

• Experience in leading support/application support teams.

• Proven ability to develop action plans.

• Knowledge of IT service management processes.

• Experience with ITSM tools.

• Understanding of ITIL 4 framework.

• Familiarity with ServiceNow or a comparable ITSM tool.

• Experience in large-scale application support operations.

• Proficient in Power BI and Excel for KPI analysis.

• Experience in coordinating critical incidents.

• Experience working as a requirements/business analyst.

• SCRUM certification.

🏝️ Benefits

• Open to professionals with disabilities and candidates from diverse gender, racial, and ethnic backgrounds.

• Equal opportunities to build your career.

• An environment that provides the freedom to develop your skills and collaborate with experts.

• A culture that fosters innovation, learning, and growth.

• Remote work options available.