• Respond to incidents and requests reported by users, ensuring timely and high-quality responses. • Participate in war rooms, contributing to the rapid resolution of critical incidents. • Monitor and ensure compliance with SLAs, tracking deadlines and priorities. • Focus on efficient resolution of prioritized incidents and problems. • Contain incidents, whenever possible, before escalating to higher support levels. • Analyze incident recurrence, identify patterns, and propose improvements or preventive actions. • Review and analyze source code to identify errors and failures. • Evaluate database scripts and technical reports to identify the root cause of incidents. • Use monitoring and observability tools, such as Datadog, to analyze logs and support ticket handling. • Develop intelligent automations aimed at reducing Mean Time to Resolution (MTTR) and improving operational efficiency. • Create and maintain AI prompts and agents for technical support, incident analysis, ticket categorization, and team assistance.

• Own the Shopper Behavioral Analysis process and assist our sales team in turning segmentation analysis into closed deals • Own product analytics for the Shopper Operations Platform (SOP); Analyze product data and work with the product and engineering teams to drive product improvements • Partner cross-functionally with the Risk and Data (RAD) team to help build new fraud analysis and translate that analysis into easy-to-understand reporting; stay current on model and product changes, and translate those changes into merchant-facing insights • Partner with sales, merchant success and growth teams to deliver data and analysis that helps retain and upsell merchants • Work closely with data engineering and product teams to align data reporting needs with the internal data model • Contribute to building a more scalable, sophisticated reporting pipeline over time

• Act as support for SAP and non‑SAP applications, ensuring stability, operational continuity and governance of environments, with strong involvement in managing critical incidents, project handovers to support, AMS vendor management and monitoring of SLAs/KPIs. • Support SAP S/4HANA systems and legacy systems, including interaction with specialists and technical teams. • Manage non‑SAP applications and integrated environments, ensuring continuous operation of solutions. • Lead and follow up on critical incidents in high‑availability environments. • Operate in accordance with ITSM best practices, monitoring AMS, SLAs, KPIs and IT governance guidelines. • Support and execute project transitions to operations, ensuring post‑implementation stability. • Communicate frequently and in a structured manner with technical and executive stakeholders to align requests, statuses and decisions.

• Atuar na sustentação de aplicações corporativas multiplataformas (SAP e não-SAP), assegurando estabilidade operacional e cumprimento de SLAs. • Gerenciar incidentes críticos, problemas e demandas recorrentes, conduzindo análises de causa raiz (RCA) e planos de ação estruturados. • Atuar na sustentação, operação e evolução de sistemas de automação de bases, incluindo plataformas como Autobasi, Abastek, Omega 5000 e SGT, assegurando continuidade operacional e confiabilidade dos processos. • Conduzir e apoiar processos de transição de projetos para sustentação, incluindo hypercare, operação assistida e critérios de aceite. • Atuar como ponto focal técnico na interação com fornecedores, AMS e times internos, garantindo aderência contratual, qualidade e estabilidade das entregas. • Propor melhorias contínuas nos processos de sustentação, automação, monitoramento e operação dos ambientes. • Assegurar conformidade com controles internos, SOX/ITGC, políticas de segurança da informação e governança de TI. • Elaborar relatórios executivos de status, indicadores operacionais, riscos e planos de mitigação para TI e áreas de negócio.