Junior Ticket Manager

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🕒 July 3

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InfoJobs

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2004

🎯 Recruiter

🏪 Marketplace

Recruitment • Marketplace

InfoJobs is a Brazilian online job board and employer-review platform that helps job seekers find and apply to vacancies, compare salaries, read company reviews written by current and former employees, and prepare for interviews. It aggregates millions of job listings across many professions and provides employers tools to post vacancies and find candidates.

📋 Description

• Manage and monitor the operational handling of tickets (incidents, service requests, and improvements), ensuring SLA compliance, proper prioritization, and continuous backlog progress, with a focus on service quality and supporting operational governance. • Monitor the ticket queue (incidents and service requests), ensuring processing within defined SLAs • Identify and prioritize critical tickets (P1–P4) based on impact and urgency • Perform active follow-up with responsible areas (technical teams and business stakeholders) • Ensure tickets continue to progress, preventing stagnation or deviations • Log interactions and updates clearly and in a structured way within tickets • Support backlog analysis (volume, aging, criticality) • Proactively flag risks of SLA violations • Assist in identifying service failures and opportunities for improvement • Contribute to standardization of service handling and operational best practices • Participate in operational rituals (dailies, checkpoints, reviews)

🎯 Requirements

• Bachelor's degree completed or in progress in: IT, Information Systems, Engineering, Business Administration, or related fields • Basic to intermediate experience in IT support or IT operations