Ticket Manager

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

📋 Description

• Manage critical tickets that have been escalated by the IVR.

• Review the records of these critical incidents within the client's ITSM system.

• Assess the severity (Critical/High) based on both impact and urgency.

• Document the incident in HR Path's ticketing system.

• Confirm the relevant SAP module associated with the incident.

• Reach out to the on-call consultant responsible, following the established on-call rotation schedule.

• Maintain a record of all notifications and ticket updates.

• Ensure adherence to the first-response SLA.

⛳️ Requirements

• Proven experience in a Service Desk/NOC environment.

• Familiarity with ITIL principles, including Incident, Priority, SLA, and Criticality.

• Ability to communicate clearly and concisely.

• Capacity for autonomy and effective self-management.

• Assertiveness in determining severity levels.

• Strong resilience.

• Excellent organizational abilities.

• Analytical mindset with a keen attention to detail.

🏝️ Benefits

• A highly stimulating and rewarding work environment that encourages international development.

• Accelerated career growth with a variety of development opportunities (both horizontal and vertical), including international mobility, training, and certification.

• A healthy work-life balance with options for telecommuting.

• Commitment to employee development through initiatives such as quarterly team events and an annual seminar.

• We hold a Happy at Work certification and continuously strive to listen to our employees.