Major Incident Technical Specialist

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

📋 Description

• Serve as the initial point of contact for addressing production issues.

• Continuously assess system health and coordinate with relevant teams to accelerate service recovery.

• Implement proactive measures by investigating root causes and collaborating across various teams to enhance code, infrastructure, processes, and more.

• Effectively manage production incidents and problems.

• Take ownership of Farmers' production operational health, ensuring real-time communication with stakeholders during service interruptions.

• Utilize strategic thinking to identify opportunities for improved efficiency through optimization, simplification, and automation.

• Build strong relationships with IT stakeholders across infrastructure, application development, architecture, data, and security teams.

• Strive to meet and exceed ITSM KPIs aligned with the organization's strategic objectives.

• Collaborate with skilled IT teams of varying experience levels in a hybrid work environment.

• Promote an inclusive workplace and reinforce our company culture.

• Safeguard the stability and performance of production applications.

• Continuously enhance system uptime and minimize mean time to recovery (MTTR).

• Keep the ITSM team proactive, averting production outages through effective change and problem management.

• Work with a cohesive and efficient team of IT professionals dedicated to service delivery. Standard work hours are primarily maintained, but flexibility for extended hours may be required based on business needs.

⛳️ Requirements

• Are you an experienced IT technical professional with a passion for enhancing service delivery on a large scale?

• Effectively manage production incidents and problems.

• Take ownership of Farmers' production operational health, ensuring real-time communication with stakeholders during service interruptions.

• Employ strategic thinking to identify opportunities for improved efficiency through optimization, simplification, and automation.

• Build strong partnerships with IT stakeholders across infrastructure, application development, architecture, data, and security teams.

• Strive to meet and exceed ITSM KPIs as per the organization’s strategic goals.

• Collaborate with talented IT teams of varying experience levels in a hybrid work environment.

• Foster an inclusive workplace and promote our company culture.

• Safeguard the stability and performance of production applications.

• Continuously enhance system uptime and minimize mean time to recovery (MTTR).

• Keep the ITSM team proactive, preventing production outages through effective change and problem management.

• Work with a cohesive and effective team of IT professionals committed to service delivery. Standard work hours are primarily aligned with the regular schedule; however, flexibility for extended hours may be necessary depending on business needs.

• Ability to comprehend large-scale IT ecosystems and connect business processes with the IT systems that support them. General knowledge in engineering, software development, cloud computing, DevOps, SRE, and Observability, with expertise in at least one area.

• Experience with various application performance, log analysis, network performance, and digital experience monitoring tools (e.g., Dynatrace, ThousandEyes, ExtraHop, SevOne, FullStory, etc.).

• Dynatrace experience (ideally).

• Service Now experience - Plus.

• Microsoft Platform experience - Plus.

🏝️ Benefits

• A competitive salary along with performance-based bonuses.

• A comprehensive benefits package.

• Flexible working arrangements (remote and/or office-based).

• Enjoy a dynamic and inclusive work culture within a globally recognized group.

• Private Health Insurance.

• Paid Time Off.

• Training & Development opportunities in collaboration with esteemed companies.