Technical Systems Analyst

This is a fully remote position, open to applicants in Brazil, +1 more country.

📋 Description

• Assist with daily production operations while ensuring the stability and accessibility of client websites and applications.

• Detect, troubleshoot, and resolve production incidents, escalating complex or critical issues to the relevant support teams.

• Work collaboratively with application support teams, internal stakeholders, and external partners to ensure prompt issue resolution and operational assistance.

• Implement and phase out hosted application environments in accordance with established protocols and procedures.

• Oversee system and application performance utilizing diagnostic and monitoring tools to identify issues, analyze data, and pinpoint potential service interruptions.

• Accurately document production incidents in a timely manner, adhering to Incident Management protocols.

• Engage in a rotating 24x7 on-call support schedule, which includes responding to incidents after hours and conducting scheduled maintenance.

• Maintain and refresh operational documentation, including Standard Operating Procedures (SOPs), troubleshooting manuals, and support workflows.

• Relay production status, incident updates, and operational concerns to business owners, management, and pertinent stakeholders.

• Carry out additional tasks as assigned.

⛳️ Requirements

• A BA/BS degree or a comparable combination of education and experience is required.

• Over 1 year of experience working with AWS services, including S3, CloudWatch, and other cloud-based tools.

• More than 1 year of experience with ITIL processes and Incident Management.

• At least 1 year of experience using monitoring tools such as Dynatrace, AWS CloudWatch, or similar platforms.

• A minimum of 1 year of experience working with Linux and Apache environments.

• Over 1 year of experience utilizing automation tools for server provisioning.

• Proficiency in Microsoft Word and Excel.

• Excellent interpersonal, written, and verbal communication skills, with an ability to convey technical information to both technical and non-technical stakeholders.

• Capability to work independently while effectively collaborating within a team setting.

• Ability to handle competing priorities and operate under pressure while maintaining a strong customer service orientation.

• Strong presentation abilities.

• Proficiency in English at a B2+ level or higher.

• Willingness to participate in a rotating 24x7 on-call support schedule, including after-hours incident response and scheduled maintenance tasks.

• Preferred: Over 1 year of experience supporting internal IT help desk operations.

• Preferred: Experience providing technical support to Fortune 500 clients or business partners.

• A plus: More than 1 year of experience using ServiceNow or similar IT service management (ITSM) ticketing systems.

🏝️ Benefits

• Private Health and Life Insurance

• 12 days per year of Paid Time Off (PTO) plus 3 discretionary days

• Paid public holidays

• 100% remote work

• Opportunities for continuous learning, growth, and training

• Emphasis on work/life balance