Analyst App Ops

American Tower; São Paulo; On-site; BRL 75,000 - 130,000; Full time

Job summary

American Tower in São Paulo, Brazil is seeking an Application Support professional to own end-to-end incident and service request resolution for assigned applications. You will take accountability for incident outcomes, ensure SLA-aligned resolutions, and perform health checks with SOPs to restore service quickly.

You'll troubleshoot data and integration issues using queries and logs, collaborate with regional teams, and contribute to knowledge bases to improve operational efficiency.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business, or related field or equivalent professional experience.
• Fluency in English required; multilingual capabilities preferred.
• Aptitude for operations roles with focus on system reliability and ownership.
• Ability to troubleshoot issues independently and drive resolution.
• Experience with ticketing and service management tools such as ServiceNow; familiarity with ITIL processes.

Responsibilities

• Own end-to-end incident and service request resolution for assigned applications.
• Take full accountability for incident outcomes and ensure SLA-aligned resolutions.
• Perform health checks, monitor, and run SOPs and known-error workarounds to restore service.
• Troubleshoot data and integration issues using queries and logs; validate data integrity.

Skills

English fluency

Operations mindset

Troubleshooting independently

Problem solving

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Job description

What You Need to Succeed

• Bachelor’s degree in Information Systems, Computer Science, Business, or a related field required, or equivalent professional experience.
• Fluency in English required; multilingual capabilities preferred.
• Demonstrated aptitude for operations roles, including persistence in issue resolution, comfort with ambiguity, and a drive to improve system reliability through ownership, follow-through, and continuous improvement.
• Demonstrated ability to troubleshoot issues independently, drive resolution, and own outcomes.
• Experience with ticketing and service management tools such as ServiceNow or similar required, along with familiarity with ITIL-aligned processes such as incident, request, change, and problem management; ability to follow documented procedures and support standardized operations.
• Interest in automation, scripting, or process improvement to reduce manual effort and recurring incidents.
• Proven ability to independently own and resolve incidents from intake through closure. Ability to determine when escalation is required while maintaining ownership.
• Basic understanding of enterprise applications and the business processes they support.
• Proven ability to operate in moderately complex environments with multiple dependencies, supporting applications with measurable business impact and defined SLA commitments.
• Strong analytical, problem-solving, and organizational skills, with the ability to manage multiple priorities and accomplish multiple tasks within the agreed upon timeframes through effective prioritization of duties and functions in a fast-paced environment.
• Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively. Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.
• A minimum of 2 years of application support, IT operations, or service delivery experience required.

What You Can Offer Us

• Own end-to-end incident and service request resolution for assigned applications, including triage, troubleshooting, resolution, and closure.
• Take full accountability for incident and service request outcomes, ensuring service level agreement aligned resolution and high-quality closure.
• Perform application health checks, monitoring, and execute SOPs, runbooks, and known-error workarounds to restore service quickly and consistently.
• Troubleshoot data and integration issues using queries, logs, and available tools; analyze application data and integration behavior to support incident investigation and validate data completeness, accuracy, and timing across systems.
• Collaborate with regional and global team members to support a follow-the sun model; document issues, resolutions, and workarounds to contribute to shared knowledge bases and operational documentation.
• Actively contribute to problem management by identifying recurring issues, supporting root cause analysis, driving corrective actions, and validating releases through user acceptance validation and post-deployment verification.
• Follow change, incident, and request management processes to ensure consistent and auditable operations.
• Actively learn assigned applications, integrations, and business processes to increase support effectiveness over time.
• Validate application health, data integrity, and post-release stability.
• Continuously improve runbooks, SOPs, and monitoring coverage.

Requisition ID : 3078