Senior Systems Support Analyst

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

📋 Description

• Identify and resolve issues and inquiries related to the application and its derivatives, while suggesting effective solutions.

• Create and oversee tickets and incidents utilizing ITIL methodology through Jira and Zendesk.

• Manage and address incidents in accordance with ITIL / ITSM standards.

• Employ database tools for troubleshooting issues (PostgreSQL).

• Assist in the deployment and/or maintenance of tools, resources, new systems, and additional tools.

• Conduct preventive maintenance on systems.

• Monitor the overall health of the systems.

• Collaborate with development and operations teams, applying SQL expertise for analysis and support.

• Analyze, implement, and contribute to process enhancements.

• Execute standardized tasks that necessitate the application of fundamental techniques.

• Suggest and develop workarounds for minor daily challenges.

• Document processes and generate technical specifications.

• Manage contracts with key service providers.

• Oversee and manage service quality and the adherence to SLAs by essential providers.

• Track the performance of service provider contracts.

• Create and maintain technical documentation to assist with support and onboarding of new users.

⛳️ Requirements

• Education: Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or related disciplines.

• Experience: Systems and database support, preferably within technology companies or fintechs.

• Advantage: Familiarity with PostgreSQL databases and automation tools.

• Desired Certifications: ITIL, PMP, CompTIA A+, or equivalent.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Childcare assistance

• Life insurance

• 1 birthday day off

• 2 wellness days

• Meal allowance

• TotalPass