Senior NOC/Change Management (GMUD) Analyst

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

📋 Description

• Organize the NOC operations, encompassing the operating model, coverage, on-call schedules, monitoring, and escalation.

• Establish the monitoring and observability strategy from a process viewpoint.

• Standardize runbooks, checklists, post-deployment validation procedures, and shift transitions.

• Oversee production health, including critical services, queues, integrations, jobs, and market opening and closing windows.

• Evaluate the current state and execute an ITIL 4-compliant change management (GMUD) process.

• Develop a RACI matrix and a standard change catalog.

• Assist in process configuration within the Jira Service Management ITSM tool.

• Serve as Incident Manager, coordinating war rooms, updating status to technical and executive audiences, and leading blameless post-mortems.

• Organize problem management and associate incidents with changes.

• Define and monitor metrics such as change success rate, rollback rate, MTTD/MTTR, and SLA compliance.

• Facilitate review ceremonies with leadership.

• Collaborate with operations partners and vendors.

• Document and transfer the process to the designated company owner.

⛳️ Requirements

• Demonstrated experience in designing and implementing ITIL-based change management processes from the ground up.

• Background as an Incident Manager or in a similar capacity, leading critical incidents, crisis communications, and post-mortems.

• Experience in structuring or managing NOC, SOC, or Service Management functions, including monitoring, on-call support, and escalation.

• Familiarity with monitoring production or supporting critical environments.

• Experience leading CABs and change governance involving multiple departments and vendors.

• Ability to work autonomously with leadership, possessing strong negotiation skills and the capacity to decline when risks are not sufficiently managed.

• Advanced English language skills (interaction with international partners).

• ITIL 4 certification is preferred, especially in Managing Professional or Change Enablement.

• Experience with NOC/SOC setup projects or transitioning operations to managed service providers is a plus.

• Background in financial services, energy, or other regulated environments with audit requirements is advantageous.

• Knowledge of ITSM tools (Jira Service Management, ServiceNow) and monitoring and alerting tools is desirable.

• Familiarity with ISO 27001, NIST, or COBIT is a benefit.

• Understanding of SRE and CI/CD pipelines sufficient to communicate effectively with engineering teams is a plus.

• Experience working as a service provider or consultant is advantageous.

🏝️ Benefits

• Comprehensive professional growth opportunities.

• Supportive work environments.

• Engagement in real-world, high-impact projects.

• Opportunities to interact with international partners.