Hybrid Technical Support Manager – Problem Management

at Lanlink Informática Ltda.

• Job title: Technical Support Manager – Problem Management
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Postgraduate Degree
• Location requirements: Hybrid, Fortaleza, Brazil

About the role

• Technical Support Manager responsible for IT infrastructure continuity, security, and innovative management. Focusing on problem management in an operational environment.

Responsibilities

• Monitor and record recurring or critical problems affecting IT services, ensuring they are properly documented;
• Investigate root causes of problems, working with the technical team to understand what is causing failures or incidents;
• Classify problems according to their severity and impact to ensure that the most critical issues are resolved first;
• Work on implementing solutions that eliminate the root causes of problems, preventing recurrence;
• Keep stakeholders informed about problem status, actions taken, and outcomes, and produce trend and improvement reports;
• Implement preventive measures, such as process improvements, to reduce the occurrence of future problems;
• Evaluate problem management processes and pursue continuous improvements to increase support efficiency and quality.

Requirements

• Bachelor's degree and a completed postgraduate course in IT or Business Administration with a minimum duration of 360 hours, duly recognized by the Brazilian Ministry of Education (MEC).
• Proven experience—documented in the Brazilian Work and Social Security Record (Carteira de Trabalho e Previdência Social) or via a declaration from a public or private institution where you have worked—in Problem Management or Coordination/Operation of ITIL processes in an operational environment.
• Official ITIL 4 Foundation certification or higher.
• Official ITIL4® Practitioner: Problem Management course or certification.
• Course or certification in IT service management fundamentals based on ISO/IEC 20000-1:2018.
• Minimum 20-hour COBIT 2019 Foundation course, which may be delivered in-person or via e-learning.

Benefits

• Health plan: Hapvida, Bradesco Saúde, or Unimed (subject to local availability);
• Dental plan: Hapvida Odonto or Bradesco Dental;
• Meal or food allowance (Alelo);
• Life insurance fully paid by Lanlink;
• Transportation allowance;
• Pharmacy discount program;
• University/tuition partnership;
• TotalPass (wellness/fitness benefit);
• Internal learning platform;
• Welcome baby kit;
• Moodar platform (therapy platform)