Hybrid Senior Support Analyst

at Vivo (Telefônica Brasil)

• Job title: Senior Support Analyst
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Azure, Cloud, Firewalls, Google Cloud Platform, Linux, Oracle, Unix, VMware
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Technical Support Analyst ensuring high-level support and performance for corporate platforms. Collaborating with internal teams and managing incidents with technological solutions.

Responsibilities

• Ensure high-level technical support for corporate platforms, ensuring availability and performance.
• Promptly respond to internal customers' requests, logging and resolving them according to technical procedures.
• Manage and keep the knowledge base up to date, reviewing documentation and proposing process improvements.
• Triage, categorize, qualify, and quantify service requests with speed and efficiency.
• Collaborate with resolver teams to resolve and follow up on customer requests.
• Identify automation opportunities and develop or propose tools to address them.
• Participate in security forums to prevent cyberattacks and ensure compliance with LGPD (Brazilian General Data Protection Law).
• Monitor technology trends and evaluate/recommend new solutions.
• Perform systems analysis and proactive tuning.
• Seek tools to automate root cause discovery for incidents.
• Discuss area indicators (KPIs) analytically and collaboratively.
• Meet annual targets agreed with leadership.
• Foster productive technical discussions with the team.
• Promote systematic updates of obsolete environments, involving internal stakeholders.
• Participate in technical and contractual discussions with hardware and service vendors.
• Propose improvements to the test (QA) environment, optimizing timelines and deliveries.
• Support the technical training of junior analysts, apprentices, and interns.

Requirements

• Bachelor's degree preferred in Information Technology, Computer Engineering, Information Systems, or related fields.
• Administration and support of Red Hat Linux, Oracle Linux or equivalents, IBM AIX and Oracle Solaris, including performance tuning and hardening.
• Knowledge of Veritas (Cluster Server, Volume Manager and File System) for:
• High availability
• Automatic failover
• Data replication
• Advanced storage management
• Use of PowerShell for automation of operational routines, standardization and reduction of human error.
• Automation in Unix/Linux environments using shell scripting (bash/ksh).
• Experience with VMware, Hyper-V, KVM, DCS, HCS, OCVS and Azure Local.
• Management of hosts, clusters, templates, snapshots, and high availability (HA).
• Experience with virtualized Unix environments including IBM Power/AIX (LPARs) and Oracle SPARC (LDOMs).
• Experience with Microsoft Azure, Oracle Cloud Infrastructure (OCI), and Google Cloud Platform (GCP).
• Knowledge of service models IaaS, PaaS, SaaS, and Hybrid Cloud.
• Firewalls;
• VPNs;
• Corporate antivirus;
• Server hardening;
• Experience working in operations support rotations, handling critical incidents, maintenance windows, and change management.

Benefits

• Choose the benefits that best suit you and your dependents through a digital platform with various categories such as gym, meal and grocery vouchers, pharmacy assistance, medical, dental and life insurance.
• Corporate mobile phone. Yes, a brand-new smartphone for you!
• Unlimited voice and data plan! Yes, unlimited! On the best mobile network, even faster with Vivo's 5G!
• An exclusive offer from Vivo, with special discounts on landline, broadband, TV and apps;
• Eligible to receive an annual bonus or PPR (performance-based profit-sharing);
• Plan your future with a private pension plan;
• Have children? You will be eligible for a subsidy to help with school, daycare, or nanny expenses;
• Work in an environment that respects your personality, dress style, and individuality, where you can be authentic. #BeYourself
• Work remotely up to 2 days per week. #Mobility
• Flexible working hours;
• Enjoy a day off to celebrate your birthday;
• Participate in one of the largest corporate volunteer programs to help make a difference;
• Benefit from our Educational Development Program offering partnerships with educational institutions at discounted rates, plus certifications and online courses.
• Boost your career through our Internal Recruitment Program, in Brazil or abroad — we are present in over 17 countries! #VivoMyCareer
• Access a range of initiatives to improve your physical, emotional and social well-being! We have #VivoWellBeing, which encourages healthy habits and better quality of life. Available services include consultations with nutritionists, psychologists, social workers, telemedicine, and more!