Support Operations Lead

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

📋 Description

• Management of customer portfolios

• Build reliable relationships with IT and business stakeholders

• Comprehend each client's context, priorities, and unique requirements

• Ensure adherence to SLAs, KPIs, and contractual obligations

• Oversee service performance and suggest continuous enhancements

• Facilitate governance rituals, including status reports and operational and executive meetings

• Organize, document, and refine support processes in accordance with ITIL and best practices

• Provide operational visibility and transparency for clients and internal teams

• Lead direct and/or indirect technical teams

• Efficiently allocate resources based on demand and criticality

• Cultivate team development, promoting a culture of continuous improvement

• Monitor contract revenue, margin, and consumption

• Identify opportunities for cost optimization (Cloud and operations)

• Support initiatives for service expansion (upselling and cross-selling)

• Identify opportunities for automation and operational efficiency

• Suggest enhancements to client environments and processes

• Act proactively to anticipate risks and opportunities

⛳️ Requirements

• Extensive experience in support operations management (AMS, sustainment, or NOC)

• Management of corporate clients (B2B)

• Familiarity with cloud services (AWS, Azure, or GCP)

• Knowledge of ITIL frameworks (incidents, problems, changes)

• Understanding of monitoring and observability

• Experience with L1, L2, and L3 support models

• Proficiency in SLA and KPI management

• Experience leading executive meetings

• Ability to manage multiple stakeholders

• Preferred: Familiarity with Data and Analytics environments

• Knowledge of FinOps

• Background in consulting or managed services companies

🏝️ Benefits

• Commitment to a culture of equality

• Emphasis on diversity and inclusion