Junior Ticket Manager

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

📋 Description

• Oversee and track the operational management of tickets (including incidents, service requests, and improvements), ensuring compliance with SLAs, appropriate prioritization, and ongoing progress of the backlog, all while emphasizing service quality and supporting operational governance.

• Supervise the ticket queue (encompassing incidents and service requests), guaranteeing processing within established SLAs.

• Recognize and prioritize critical tickets (P1–P4) according to their impact and urgency.

• Conduct proactive follow-ups with responsible parties (technical teams and business stakeholders).

• Ensure tickets are consistently advancing, avoiding stagnation or deviations.

• Document interactions and updates clearly and systematically within tickets.

• Aid in backlog analysis (including volume, aging, and criticality).

• Proactively identify risks that could lead to SLA violations.

• Assist in pinpointing service failures and areas for improvement.

• Contribute to the standardization of service handling and the implementation of operational best practices.

• Engage in operational rituals (such as daily meetings, checkpoints, and reviews).

⛳️ Requirements

• A bachelor's degree completed or currently in progress in IT, Information Systems, Engineering, Business Administration, or a related discipline.

• Basic to intermediate experience in IT support or IT operations.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible working hours and remote work options.

• Collaborative and inclusive company culture.