L2 Engineer – Mid-level

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October 20

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MTP Brasil

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A MTP é uma empresa multinacional espanhola com 17 anos de especialização e referência em serviços de Qualidade de Software. Possuímos fábricas de testes de software com certificações ISO 9001 e TMMi Nível 5, que em 2013 fomos a primeira empresa do mundo a alcançar esta última certificação. Em conjunto, as fábricas atingem uma capacidade de 1.000.000 horas de testes / ano. Desenvolvemos diversas soluções, entre elas destaca-se a OMNIATEST, uma metodologia com base nos parâmetros definidos pelo ISTQB e certificada no Nível 5 do modelo TMMi. A OMNIATEST cobre todo o processo de testes de qualidade de software, desde a revisão dos requisitos até os testes em produção. Com isso, prestamos serviços em diversos setores, principalmente nos de Telecomunicações, Bancos, Seguros, Utilities e Administração Pública, onde adquirimos experiência em Engenharia de Requisitos, Metodologias de Gestão de Testes de Software, Verificação e Validação de Sistemas e Melhorias de Processos etc...

501 - 1000 employees

📋 Description

• The Level 2 Service Delivery Consultant combines technical, communication and customer-service skills to support a high-impact platform. • The primary responsibility of the role is to handle Service Requests, with a focus on User and System Access, ensuring compliance with predefined SLAs. • Additional responsibilities include creating and maintaining knowledge base articles, handling related errors, properly triaging complex technical issues, working to restore or resolve services and escalating when necessary. • Own the ticket throughout its entire lifecycle, including follow-ups, while maintaining close and clear communication with the client. • Provide product, process or business support at a more advanced level (next tier). • Review, publish and retire knowledge base articles. • Create/update onboarding guides, Pendo Guides and chatbot scripts. • Update knowledge documentation to reflect product or process changes. • Collaborate with the Level 1 team to continually improve the first-contact resolution rate. • Troubleshoot tickets assigned by the Service Desk. • Reproduce issues and document the steps taken. • Analyze logs and run stored procedures/scripts as needed. • Participate in application ceremonies. • Support testing activities to enable new features.

🎯 Requirements

• 1 to 3 years of experience in Service Delivery within large-scale cloud environments, focusing on request fulfillment, incident response, escalation procedures and knowledge management to meet SLA requirements. • Experience diagnosing and troubleshooting application and infrastructure incidents. • Ability to use available tools and resources to identify solutions (even if not documented). • Experience identifying the area of failure (code, environment or configuration) and working with the responsible teams to implement fixes. • Experience creating and updating documentation/knowledge base articles and a continuous improvement mindset. • Ability to manage multiple deadlines and conflicting priorities. • Knowledge of ITIL and service management principles. • Customer service skills and the ability to manage expectations. • Experience in interpersonal communication and collaboration with internal and global teams. • Familiarity with DevOps practices. • Experience managing a ticket backlog, ensuring proper documentation and progress. • Experience with team collaboration tools. • Desired Skills and Tools • Excellent verbal and written communication. • Intermediate scripting and automation (bash; Python preferred). • Creation of runbooks and knowledge articles. • Cloud knowledge (Azure preferred). • SQL/MongoDB queries and interpretation of results. • Familiarity with ServiceNow. • Understanding of the ITIL framework. • Optional Certifications • Azure Fundamentals • ITIL Foundation • Optional Requirements • Job scheduling and alert configuration. • Infrastructure monitoring. • Backup and disaster recovery. • Basic web application architecture knowledge. • Knowledge of Hadoop, HDFS, Hive, managed SQL databases and data sources (SFTP, ADLS, S3, etc.). • Experience with Kubernetes or Azure Kubernetes Service (AKS).

🏖️ Benefits

• Health insurance • Dental insurance • Meal voucher • Mobility voucher • Culture voucher • Education voucher • Life insurance • Mental health and wellness program • Childcare assistance • Partner discounts