Tech Manager I – IT Support, Operational Health

🔥 9 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Grupo Boticário

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2010

🏭 Manufacturing

🍽️ Food & Beverage

💄 Beauty

Manufacturing • Food & Beverage • Beauty

Grupo Boticário is a leading Brazilian beauty company founded in 1977 that emphasizes innovation in beauty solutions while promoting love and inclusivity. The company offers a diverse portfolio of beauty products, including skincare, makeup, and wellness items, while also championing entrepreneurship and social impact through its foundation and various initiatives. Grupo Boticário is recognized for its commitment to sustainability, accessibility, and high-quality products, making it one of the largest beauty platforms in Latin America.

📋 Description

• Lead, develop, and inspire the N1 and N2 support team • Conduct 1:1 meetings, individual development plans, performance reviews, and team scheduling/coverage management • Ensure compliance with service SLAs/SLOs for the handling, triage, routing, and resolution of incidents and requests • Define and continuously improve workflows for efficient handoffs between N1, N2, and N3 • Ensure the maintenance and regular updating of the Knowledge Base, playbooks, and technical documentation • Serve as an escalation point and facilitator in the management of critical and major incidents • Promote post-mortems and root cause analysis to prevent recurring production failures • Identify opportunities for automation, self-healing, and self-service to reduce manual operational workloads • Monitor, analyze, and report operational KPIs such as MTTR, MTTD, FCR, ticket volume, and CSAT • Align priorities with Engineering, Product, and Business teams, providing visibility into key operational bottlenecks

🎯 Requirements

• Previous experience leading or managing technology or IT operations teams • Strong experience with system support, N1/N2/N3 support processes, and IT service governance (ITIL or related frameworks) • Hands-on experience with data-driven management and monitoring operational and service-level metrics (SLA, SLO, MTTR, MTTD, CSAT) • Proficiency with ITSM and ticketing/request management tools (e.g., Salesforce, ServiceNow, Sprinklr, or similar platforms) • Practical or conceptual knowledge of monitoring and alerting tools (e.g., Datadog, Dynatrace, New Relic, Grafana) • Familiarity with Agile practices (Kanban, Scrum) applied to day-to-day operations • Certifications in governance or support (ITIL v3/v4 Foundation or higher) are a plus • Knowledge of SRE practices or DevOps culture is a plus • Familiarity with process automation or scripting languages (Python, Shell, SQL, etc.) is a plus • Experience working in complex, integrated ecosystems is a plus

🏖️ Benefits

• Flexible medical and dental plans • Prescription assistance and healthcare allowance for family members • Free psychotherapy sessions and 24/7 telemedicine • Ongoing prevention, mental health, and vaccination programs • Meal voucher (or on-site restaurant) and food allowance (including an additional Christmas allowance) • Discounts of up to 40% on brands across our ecosystem • Gympass/TotalPass membership for gyms and sports studios • Home office allowance for hybrid and remote work arrangements • Birthday day off • Pet health insurance, partner benefits, and travel/accommodation programs • Extended parental leave (180 days for mothers and 120 days for fathers) • Support for parents of children with special needs and childcare allowance • School supplies allowance and child nutrition credit • Dedicated legal, psychological, and social support • Private pension plan and life insurance • Bereavement support following the loss of parents and payroll-deducted loans • Transportation allowance and parking (according to the work arrangement)