Technical Support Analyst managing client inquiries at Evertec, a financial technology leader. Providing support via Jira and collaborating with internal teams for issue resolution.
About the role
- Pleno Infrastructure Analyst supporting operations in a command center with high availability environment. Managing incidents and ensuring stability in a proactive and collaborative team.
Responsibilities
- Incident and event management: identify, trigger and coordinate resolutions, ensuring clear and timely communication among teams and partners;
- Tier 2 technical support: respond to customers and partners, ensuring service quality and continuity;
- Production routines: execute and deploy production workflows via Control-M, monitor change requests (GMUDs) and provide production environment support;
- Root cause analysis (RCA): investigate recurring incidents, document causes and propose corrective action plans, following up with vendors until final resolution;
- Documentation and processes: create and update playbooks, runbooks and operational records, strengthening the team’s knowledge base;
- Continuous improvement: propose and implement adjustments to workflows, metrics and processes to increase efficiency and reduce response times.
Requirements
- Intermediate knowledge of infrastructure, systems, IVR, networking, servers, cloud, DevOps and business domain;
- ITIL v4 and COBIT (preferred) / ITIL Foundation;
- Intermediate knowledge of Microsoft SharePoint;
- Experience with Zabbix, Grafana and/or Dynatrace;
- Experience in financial institutions;
- Basic knowledge of OCI (Oracle Cloud);
- Intermediate knowledge of Linux;
- Intermediate knowledge of Control-M;
- Experience in IT environments (high availability).
Benefits
- Employment through Iterative – assigned to our client;
- Possibility of becoming a direct employee of the client;
- Contract type: PJ (contractor - B2B);
- Availability to work afternoon or night shifts;
- Equipment provided;
- 12 paid working days of leave per year.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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