IT Change & Release Management Operations Analyst providing 24x7 operational support for enterprise Change and Release Management. Focus on governance, ServiceNow integrity, and automation for operational success.
About the role
- Helpdesk team member responsible for system availability and support for clients in Brazil. Analyzing incidents, preparing reports, and collaborating with internal teams for solutions.
Responsibilities
- Work on-site at the client's location on a rotating shift schedule;
- Assist in ensuring the reliability of the rail control system;
- Analyze incidents opened for faults reported by the client;
- Collect logs for analysis;
- Gather reliability information to prioritize fault remediation;
- Prepare system reliability monitoring reports;
- Configure copying of logs from production servers/panels;
- Analyze alerts from the IT monitoring tool;
- Train and transfer knowledge about the implemented infrastructure to the client;
- Work closely with internal teams and clients to identify and resolve issues;
- Participate in and lead failure analysis discussion meetings with the client.
Requirements
- Bachelor's degree completed or in progress in Information Technology or a related field;
- Strong analytical skills;
- Knowledge of systems automation (preferred);
- Knowledge of rail operations (preferred);
- Previous customer support experience;
- Ability to analyze algorithms;
- Effective verbal and written communication;
- Ability to articulate information clearly and concisely;
- Intermediate English;
- Advanced experience with Microsoft Office (Word, Excel, Project, etc.);
- Availability for occasional travel.
Benefits
- Medical insurance extendable to dependents (spouse and children)
- Dental insurance extendable to dependents (spouse and children)
- Profit-sharing and performance-based bonuses
- Private pension plan (retirement savings)
- Meal allowance or policy depending on location
- Parking policy or transportation voucher (depending on location)
- Life insurance
- Employee Assistance Program: psychological, legal, financial, and social support
- Headspace — access to a mental health app
- Holiday gift card or holiday hamper for employees, depending on location
- Christmas gift for employees' children up to 11 years old
- Extended maternity leave
- Program for pregnant employees and newborns
- Language learning support
- Mentorship programs and access to a training platform
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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