Support Master

We are looking for an experienced IT support and service management professional to lead and optimize application support operations in a complex enterprise environment. In this role, you will drive operational excellence by establishing effective support processes, improving service reliability, and ensuring alignment with business objectives. You will play a key role in designing and restructuring support models, including the transition of systems into stable operational environments. Working with IT teams, business stakeholders, and information security specialists, you will oversee service performance, incident management, and vulnerability remediation. You will also define and monitor service-level agreements and operational indicators to support data-driven decision-making. This remote opportunity is ideal for a proactive professional with strong ITIL expertise, strategic thinking, and a passion for continuous improvement.

• Education: Bachelor's degree in Information Technology, Engineering, or a related field.

• IT Operations Experience: Extensive experience in IT, particularly in application support, IT operations leadership, or IT service management within complex enterprise environments.

• Support Model Design: Proven experience designing or restructuring application support processes, including transitioning systems and services into operational support.

• ITIL Expertise: Strong command of ITIL practices, including incident, problem, change, service request, service-level, and knowledge management.

• Service-Level Management: Demonstrated experience defining and managing SLAs and OLAs, establishing operational KPIs, and developing performance dashboards.

• Operational Metrics: Ability to analyze and interpret service performance indicators such as MTTR, backlog, and ticket aging to identify bottlenecks and drive measurable improvements.

• Vulnerability Management: Knowledge of vulnerability management lifecycles, including risk-based prioritization, remediation deadlines, and collaboration with information security teams.

• ITSM Platforms: Hands-on experience with IT Service Management tools such as ServiceNow or Jira Service Management.

• Enterprise and Consulting Experience: Experience working in consulting environments or supporting large enterprise clients. Experience in the financial services or insurance sectors is highly desirable.

• Analytical and Problem-Solving Skills: Strong analytical thinking, organizational skills, and the ability to assess complex operational challenges and develop practical solutions.

• Communication and Leadership: Excellent stakeholder management, communication, and collaboration skills, with the ability to coordinate teams, manage expectations, and drive process improvements.

• Location and Work Arrangement: Must be based in Brazil. The role is remote; however, candidates residing in the Campinas Metropolitan Region are required to attend local offices in accordance with the applicable attendance policy.