System Support Analyst N2/N3 – Mid

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

📋 Description

• Deliver N2 and N3 support for digital applications;

• Conduct advanced troubleshooting and analysis of significant production incidents;

• Create fixes and assist in the stabilization of environments;

• Manage and resolve tickets through ServiceNow;

• Take part in and lead crisis management sessions (war rooms);

• Support deployments, carry out technical validations, and implement rollback strategies;

• Monitor applications, integrations, infrastructure, and overall performance;

• Perform root cause analysis (RCA) utilizing logs, metrics, and traces;

• Collaborate closely with development, architecture, infrastructure teams, and vendors;

• Ensure the health of the production environment and oversee change requests (GMUDs);

• Suggest enhancements to observability, resilience, and operational stability.

⛳️ Requirements

• Experience in supporting critical production applications;

• Demonstrated experience in N2/N3 support and advanced troubleshooting;

• Background in incident analysis and problem management;

• Understanding of monitoring, logging, and observability practices;

• Experience in high-availability environments;

• Familiarity with ITIL, incident and change management processes;

• Proficient with ServiceNow;

• Knowledge of deployments, rollbacks, and post-deployment support;

• Capability to operate in critical environments and manage crisis situations effectively.

🏝️ Benefits

• Competitive salary and performance-based bonuses;

• Comprehensive health and wellness benefits;

• Opportunities for professional development and training;

• Flexible work arrangements and a supportive work environment.