Tech Manager I – IT Support, Operational Health

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

📋 Description

• Lead, develop, and motivate the N1 and N2 support team.

• Conduct one-on-one meetings, create individual development plans, perform performance reviews, and manage team scheduling and coverage.

• Ensure adherence to service SLAs/SLOs for the processing, triage, routing, and resolution of incidents and requests.

• Define and continuously enhance workflows to facilitate efficient transitions between N1, N2, and N3 support levels.

• Maintain and regularly update the Knowledge Base, playbooks, and technical documentation.

• Act as an escalation point and facilitator for managing critical and major incidents.

• Encourage post-mortems and root cause analysis to prevent recurring production failures.

• Identify automation, self-healing, and self-service opportunities to minimize manual operational tasks.

• Monitor, analyze, and report on operational KPIs such as MTTR, MTTD, FCR, ticket volume, and CSAT.

• Align priorities with Engineering, Product, and Business teams, ensuring visibility into significant operational bottlenecks.

⛳️ Requirements

• Proven experience in leading or managing technology or IT operations teams.

• Strong expertise in system support, N1/N2/N3 support processes, and IT service governance (ITIL or related frameworks).

• Hands-on experience with data-driven management and monitoring of operational and service-level metrics (SLA, SLO, MTTR, MTTD, CSAT).

• Proficiency in ITSM and ticketing/request management tools (e.g., Salesforce, ServiceNow, Sprinklr, or similar platforms).

• Practical or theoretical knowledge of monitoring and alerting tools (e.g., Datadog, Dynatrace, New Relic, Grafana).

• Familiarity with Agile methodologies (Kanban, Scrum) applied to everyday operations.

• Certifications in governance or support (ITIL v3/v4 Foundation or higher) are advantageous.

• Understanding of SRE practices or DevOps culture is a plus.

• Familiarity with process automation or scripting languages (Python, Shell, SQL, etc.) is beneficial.

• Experience in complex, integrated ecosystems is an advantage.

🏝️ Benefits

• Flexible medical and dental insurance plans.

• Prescription assistance and healthcare allowance for family members.

• Complimentary psychotherapy sessions and 24/7 telemedicine services.

• Continuous prevention, mental health, and vaccination programs.

• Meal vouchers (or on-site dining options) and food allowances (including an additional Christmas allowance).

• Discounts of up to 40% on brands within our ecosystem.

• Gympass/TotalPass membership for access to gyms and sports studios.

• Home office allowance for hybrid and remote work setups.

• Additional day off for birthdays.

• Pet health insurance, partner benefits, and travel/accommodation programs.

• Extended parental leave (180 days for mothers and 120 days for fathers).

• Support for parents of children with special needs and childcare allowances.

• Allowance for school supplies and child nutrition credits.

• Dedicated legal, psychological, and social support.

• Private pension plan and life insurance coverage.

• Bereavement support following the loss of parents and payroll-deducted loans.

• Transportation allowance and parking (based on work arrangements).