IT Operations Supervisor

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🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

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Hitss Brasil

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Hitss Brasil is a leading system integrator within the Grupo América Móvil, offering over 37 years of experience in digital solutions and IT services across Latin America and the United States. The company specializes in helping businesses adopt and integrate digital solutions to enhance their processes, products, and services. Hitss Brasil provides consulting services, artificial intelligence implementation, and various digital transformation services, catering to industries such as agribusiness, finance, healthcare, and smart cities.

📋 Description

• Supervise the daily operations of the ITSM Service Desk and the analysts responsible for support • Continuously monitor incident and request queues • Ensure tickets are correctly routed to the appropriate resolution teams • Track critical requests and tickets at risk of breaching SLA • Monitor SLA performance, backlog, ticket criticality, and ticket age • Balance the workload among Service Desk professionals • Coordinate technical and operational escalations when necessary • Ensure the operation’s KPIs are updated daily • Track critical tickets through stabilization or appropriate routing • Identify operational deviations and define action plans • Ensure compliance with established processes and procedures • Drive continuous operational improvement and reduce rework • Keep the knowledge base organized and up to date • Support the identification and resolution of recurring incidents • Promote knowledge transfer among team members • Ensure clear and timely communication among the Service Desk, resolution teams, and management

🎯 Requirements

• Bachelor’s degree or equivalent higher education qualification • Experience in ITSM operations and application support • Knowledge of incident and request management • Knowledge of SLA management and monitoring • Knowledge of queue and backlog management • Experience managing critical incidents • Experience prioritizing tickets based on impact and criticality • Experience with functional and technical escalation • Experience monitoring operational KPIs • Experience leading support/application support teams • Experience developing action plans • Knowledge of IT service management processes • Experience with ITSM tools • Knowledge of ITIL 4 • Experience with ServiceNow or an equivalent ITSM tool • Experience in large-scale application support operations • Knowledge of Power BI and Excel for KPI analysis • Experience coordinating critical incidents • Experience working as a requirements/business analyst • SCRUM certification

🏖️ Benefits

• Open to professionals with disabilities and candidates from diverse gender, racial, and ethnic backgrounds • Equal opportunities to build your career • An environment that gives you the freedom to develop your skills and collaborate with experts • A culture of innovation, learning, and growth • Remote work

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