About the role

IT Operations Analyst managing support and complex technical issues for TIM systems. Collaborating across projects to ensure high availability and performance.

Responsibilities

Responsible for supporting and operating the company's operating systems, as well as resolving medium- and high-complexity technical issues related to systems and project requests.
Operate and maintain systems within your functional domain with a focus on availability and performance;
Propose and implement appropriate technical solutions through interaction with teams and areas involved in the project/system;
Perform high-impact restores and changes;
Handle incident resolution and root cause analysis;
Act proactively to ensure high availability;
Contribute to project architecture from the operating systems perspective;
Open support tickets with vendors;
Conduct performance analysis;
Perform maintenance on cluster tools and software;
Administer the Microsoft services responsible for the application;
Manage application availability;
Monitor infrastructure components, applications, services, synthetic tests, and real user behavior;
Create, follow up on, and support the execution of action plans when necessary to ensure application availability;
Monitor service behavior to ensure the integrity of alerts and notifications, periodically reviewing the triggers that identify abnormal service behavior, as well as dashboards and visualizations;
Actively support TIM projects by proposing viable technical alternatives;
Maintain monitoring documentation and the Monitoring Book, documentation of tools and configurations, integrations, among others.

Familiarity with handover/transition processes from DEV to OPS;
Experience preparing documentation (solution designs, MOPs, etc.);
Knowledge of monitoring tools (ELK Stack) and automation tools (Jenkins);
Experience with cloud environments;
Experience with Voice IPCC environments;
Experience with NICE (call recording) environments;
Experience with IVR environments;
Knowledge of Azure DevOps;
Understanding of networking concepts;
Experience with Linux/Unix/Windows operating systems; knowledge of NoSQL and SQL databases (Oracle, MySQL, and PostgreSQL);
Bachelor’s degree in Information Systems, Computer Science, Production Engineering, or related fields.

Flexible Benefits Program
Medical and Dental Insurance *
Medication Benefit *
Wellhub (formerly Gympass) *
Food and/or Meal Allowance
Financial Well-being Program
Private Pension Plan
Company-provided mobile phone with unlimited internet and voice allowance
Discounts and partnerships with over 3,000 companies and institutions, including discounted electricity and broadband internet offers
Online English course extendable to one family member or friend
Internal Training and Development Program
Profit Sharing
My First Benefit - Support for children up to 2 years old
Childcare Reimbursement (for parents)
Flexible work models and schedules
Happy Day - Day off during your birthday month
Extended leave for maternity, paternity, marriage, and adoption
Transportation Allowance
And more!