Systems Support Analyst, Observability

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

📋 Description

• Manage and oversee ServiceNow tickets, diagnosing and resolving incidents within defined SLAs.

• Monitor the health, performance metrics, and distributed traces of Web and Mobile applications utilizing Datadog and Dynatrace.

• Conduct advanced troubleshooting and root cause analysis on centralized logs via Elasticsearch/Kibana.

• Assess and confirm the stability of canary deployments by tracking error rates, metrics, and unusual behavior following rollout.

• Create technical documentation and root cause analysis (RCA) reports within ServiceNow.

⛳️ Requirements

• Experience in managing tickets and incidents through ServiceNow.

• Proficient with observability and APM tools such as Datadog and/or Dynatrace.

• Practical experience in log analysis and troubleshooting using Elasticsearch/Kibana.

• Familiarity with monitoring canary deployments and validating errors in production environments (Web/Mobile).

• Willingness to work from 10:00 p.m. to 7:00 a.m.

🏝️ Benefits

• Flexible working hours.

• Flat organizational structure.

• Casual dress code.

• Bike and scooter parking available when working from the office.

• Opportunities for cross-brand career growth.

• Empresa Cidadã program: extended parental leave for employees.

• Medical and dental insurance.

• Life insurance.

• Transportation allowance.

• Meal and food allowances.

• Wellhub (formerly Gympass).

• Childcare assistance.

• Support for employees with children with disabilities.

• Performance bonus.

• Birthday day off.

• Alelo Multibenefícios.

• Allya partnerships and discounts through the app.

• Health insurance for your pet.

• Freedom to be yourself.

• Initiatives and programs aimed at enhancing workplace climate, development, and culture.

• A culture that promotes collaboration, innovation, and transformation.

• Daily opportunities for teamwork and knowledge sharing.