Customer Education Manager at Auror building role - based learning experiences for customers. Focused on strategy and implementation to drive platform adoption and retention.
About the role
- TI Manager overseeing operational support and systems stability for MDS, a leading risk management company. Responsible for incident management, process efficiency, and service quality.
Responsibilities
- Plan the IT support and operations model by defining processes, roles, SLAs, KPIs and operational priorities to ensure predictability, standardization and efficiency in operations.
- Manage the operation of IT services in production environments by continuously monitoring system and application availability, performance and capacity to ensure stability and continuity of business services.
- Coordinate incident and service request management using ITSM tools and the integrated work of N2 and N3 support teams to restore services as quickly as possible and meet agreed SLAs.
- Lead the management of critical incidents and operational crises by running war rooms, making rapid decisions and maintaining structured communication with stakeholders to minimize business impact and reduce operational risk.
- Manage problem management through root cause analysis (RCA), definition and tracking of structural action plans to reduce recurrence of failures and raise the operational maturity of the environment.
- Control the change process in production environments by validating impacts, risks and maintenance windows to preserve service stability and prevent incidents caused by unplanned changes.
- Ensure the transition of solutions from Projects to Support by validating documentation, supportability criteria, monitoring and the support model to ensure new solutions enter production with adequate operational and support conditions.
- Manage IT service vendors and contracts through monitoring performance indicators, regular meetings and contract governance to ensure technical quality, SLA compliance and cost optimization.
- Monitor operational metrics and service levels through KPI analysis, executive reports and continuous improvement plans to support management decisions and increase operational efficiency.
- Perform other related professional activities inherent to the role as required by the area, through training, professional development and guidance from the immediate leader to ensure continuous professional growth.
Requirements
- Bachelor's degree in Information Technology, Project Management or a related field
- Postgraduate degree/MBA in the area preferred
- Advanced English
- Experience in IT Support and Operations (Run) and operations management
- Knowledge of ITIL (Incidents, Problems, Changes, SLAs and Continuity) and IT Governance (COBIT)
- Conceptual knowledge of .NET / C# and SQL to support sustainment and decision-making, assess impacts and liaise with technical teams
- Customer focus, professionalism, collaboration, innovation, decision-making and business and strategic vision
Benefits
- Health and Dental insurance
- Life insurance
- Meal and/or food allowance
- Transportation allowance
- Profit-sharing (PLR)
- Wellhub
- Wellz
- Day off
- Apoio Pass support for you and your dependents
- Discounts on personal insurance purchases such as auto, life, home, travel and others
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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