Stefanini Brasil logo
Stefanini Brasil

Co-creating Solutions for a Better Future

Junior Ticket Manager

ManagerManagerFull TimeRemoteJuniorTeam 10,001+Since 1987H1B No SponsorCompany SiteLinkedIn

Location

Brazil

Posted

3 days ago

Salary

0

Seniority

Junior

PortugueseAzureServiceNow

Job Description

Junior Ticket Manager

Stefanini Brasil

• Monitorar filas de chamados (incidentes e requisições), garantindo o tratamento dentro dos SLAs estabelecidos. • Identificar, classificar e priorizar chamados críticos (P1 a P4), considerando impacto e urgência. • Realizar acompanhamento ativo (follow-up) junto às equipes técnicas e áreas de negócio. • Garantir a evolução dos chamados, evitando estagnação e desvios operacionais. • Registrar interações, atualizações e evidências de forma clara e estruturada nas ferramentas de gestão. • Apoiar a análise do backlog, acompanhando volume, aging e criticidade dos chamados. • Identificar e sinalizar proativamente riscos de violação de SLA. • Contribuir para a identificação de oportunidades de melhoria nos processos de atendimento. • Apoiar a padronização das rotinas operacionais e disseminação de boas práticas. • Participar de reuniões e rituais operacionais, como dailies, checkpoints e reviews.

Job Requirements

  • Ensino superior completo ou em andamento.
  • Experiência básica ou intermediária em suporte ou operações de TI.
  • Vivência com ferramentas de gestão de chamados, como:
  • ServiceNow;
  • SAP Solution Manager (SolMan);
  • Jira;
  • Azure DevOps;
  • Ou ferramentas similares.
  • Conhecimento básico dos processos ITIL, especialmente:
  • Gestão de Incidentes;
  • Gestão de Requisições;
  • Controle de SLA.
  • Entendimento de critérios de priorização baseados em impacto e criticidade.
  • Conhecimento básico de SLA e monitoramento de prazos.
  • Utilização de Excel ou planilhas para acompanhamento operacional.
  • Capacidade de interpretar indicadores simples, como backlog, aging e volume de chamados.
  • Experiência prévia como Ticket Manager, Dispatcher ou Service Desk N2/N3 é considerada um diferencial.

Benefits

  • Vale-alimentação ou vale-refeição;
  • Desconto em cursos, universidades e instituições de idiomas;
  • Academia Stefanini — plataforma com cursos on-line, gratuitos, atualizados e com certificado;
  • Mentoring;
  • Clube de vantagens para consultas e exames;
  • Assistência médica;
  • Assistência odontológica;
  • Clube de vantagens e descontos nos melhores estabelecimentos;
  • Clube de viagens;
  • Convênio para pets.

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