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About the role
- IT Operations Analyst at ISH focusing on management of supplier operations and IT service compliance. Ensuring adherence to SLAs and implementing ITIL best practices in a dynamic digital environment.
Responsibilities
- Manage the operational performance of IT vendors, ensuring compliance with service level agreements (SLAs) and adherence to ITIL best practices.
- Monitor and analyze vendor performance through metrics and management reports, ensuring service quality and operational efficiency.
- Manage incidents, problems, and changes involving vendors, ensuring operational continuity and efficient resolution of non-conformities.
- Facilitate and oversee supplier processes from contract negotiation through the vendor lifecycle management.
- Collaborate with support and service management teams to optimize the use of external and internal resources, minimizing risks and maximizing delivered value.
- Propose improvements to supplier management and operational processes aligned with the organization’s service strategy.
- Ensure vendors comply with company policies and standards by conducting periodic compliance audits and reviews.
- Act as the primary point of contact between the company and vendors for conflict resolution, contract review, and deadline renegotiation when necessary.
- Prepare and maintain up-to-date documentation on vendor performance, capacity, and associated risks.
Requirements
- Experience in vendor management and IT service operations.
- Knowledge of ITIL and best practices for IT service management.
- Experience monitoring SLAs, KPIs, and contract management.
- Strong analytical skills for interpreting management reports and identifying improvement opportunities.
- Ability to interact with internal and external stakeholders to align strategy and resolve conflicts.
- Familiarity with service management tools such as ServiceNow or similar platforms.
- Organized and proactive in executing operational activities.
- Preferred qualifications:
- ITIL Foundation or higher certifications.
- Experience managing IT operations based on ITIL.
- Knowledge of agile methodologies and their application to vendor management.
- Experience with vendor audits and contract reviews.
Benefits
- Health plan with no monthly fee for you (co-payment model);
- Dental plan with no monthly fee for you;
- Life insurance;
- Pipo Saúde: digital health and corporate benefits broker;
- Zenklub: emotional health and well-being platform with special discounts;
- TotalPass: platform that connects you to various networks to support your and your family’s well-being;
- Private pension plan;
- Commuter allowance (vale transporte);
- Meal or food allowance;
- Birthday day off: a day off during your birthday month;
- Casual ISH – Comfort and professionalism together: choose an outfit that reflects your well-being while respecting the workplace environment;
- Breakfast and afternoon fruit offerings to boost energy for onsite work;
- Employee referral program with cash bonuses;
- Onboarding kit: we prepare a comprehensive kit to support your daily work;
- Deeplearning: our Corporate University — a space dedicated to continuous development with courses, training and workshops for professional and personal growth;
- Opportunities for professional growth;
- Culture of feedback and development;
- Exclusive leadership development program;
- A relaxed, innovation-driven environment; our leadership is accessible — doors are always open and you’ll find them in the company’s corridors.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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