Junior Ticket Manager

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Oversee the ticket queues (incidents and requests), ensuring resolution within the established SLAs.

• Identify, classify, and prioritize critical tickets (P1 to P4), taking into account impact and urgency.

• Conduct active follow-up with technical teams and business areas.

• Ensure the progression of tickets, preventing stagnation and operational deviations.

• Clearly and systematically document interactions, updates, and evidence in management tools.

• Assist in analyzing the backlog by monitoring volume, aging, and ticket criticality.

• Proactively identify and flag risks of SLA violations.

• Contribute to identifying opportunities for improving service processes.

• Support the standardization of operational routines and the dissemination of best practices.

• Participate in operational meetings and rituals, such as dailies, checkpoints, and reviews.

⛳️ Requirements

• Completed or ongoing higher education.

• Basic or intermediate experience in IT support or operations.

• Familiarity with ticket management tools, such as:

• - ServiceNow;

• - SAP Solution Manager (SolMan);

• - Jira;

• - Azure DevOps;

• - Or similar tools.

• Basic knowledge of ITIL processes, particularly:

• - Incident Management;

• - Request Management;

• - SLA Control.

• Understanding of prioritization criteria based on impact and criticality.

• Basic knowledge of SLAs and deadline monitoring.

• Proficiency in Excel or spreadsheets for operational tracking.

• Ability to interpret simple indicators, such as backlog, aging, and ticket volume.

• Previous experience as a Ticket Manager, Dispatcher, or Service Desk N2/N3 is considered an advantage.

🏝️ Benefits

• Meal voucher or food allowance;

• Discounts on courses, universities, and language institutions;

• Stefanini Academy — a platform offering free, updated online courses with certification;

• Mentoring;

• Advantage club for consultations and exams;

• Medical assistance;

• Dental assistance;

• Advantage club and discounts at top establishments;

• Travel club;

• Pet care agreement.