Manager – IT Application Support

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

📋 Description

• Oversee the daily operations of corporate applications.

• Manage incident, problem, and event management processes in accordance with ITIL practices and governance standards.

• Supervise the resolution of problems and code modifications throughout the Software Development Life Cycle (SDLC).

• Ensure adherence to audit requirements and regulatory standards.

• Collaborate with IT and business teams to transition projects and enhancements into stable operations.

• Track system availability KPIs, incident resolution metrics, and overall operational performance.

• Generate dashboards and insights to aid leadership in decision-making.

• Promote the adoption of a shift-left methodology within the support organization through knowledge sharing and documentation.

• Cultivate strong relationships with external vendors for support and service delivery.

• Coordinate escalations and guarantee that SLAs are met.

• Manage timelines, resources, and financial aspects of IT components within your assigned programs.

• Lead, develop, and mentor direct reports to continuously enhance the IT capabilities necessary for improving organizational performance within the defined scope.

• Advocate for continuous improvement through team retrospectives, teaching problem-solving techniques, and fostering ownership among team members.

• Provide regular, constructive feedback, ensuring clarity around performance, responsibilities, and business impact.

• Address performance issues when necessary.

• Foster a business-oriented culture focused on continuous service enhancement.

• Collaborate with IT leadership to anticipate future competency needs, developing a balanced mix of business knowledge, data, process, and technical skills.

• Encourage a culture of technical discipline, excellence, and innovation within the scope.

• Promote ongoing improvement of deliveries, ensuring compliance with the Definition of Done (DoD).

• Engage in additional projects and activities as assigned.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Business Administration, or a related field.

• Advanced/Fluent English proficiency.

🏝️ Benefits

• Health insurance.

• Dental insurance.

• Transit voucher or company shuttle*.

• Life insurance.

• PPR (Profit-Sharing Program).

• Private pension plan.

• Gym allowance.

• Food allowance.

• On-site cafeteria or meal voucher*.

• Employee Assistance Program (Apoiar).

• Wellness program.

• Extended maternity and paternity leave.

• School supplies assistance**.