Bilingual Support Analyst – Senior

Jobtailor; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil seeks a senior bilingual Support Analyst to join its multinational Shared Service Center. You will lead English-language meetings with global teams, coordinate technical groups, and manage critical incidents and problems.

The role requires fluent English, ITIL awareness, ability to work under pressure, and experience in 24/7 global operations; familiarity with ITSM and monitoring tools is a plus.

Qualificações

• Fluent English (speaking, writing, reading).
• Ability to lead meetings in English with global teams.
• Previous experience with international technical teams, especially teams in India.
• Experience in multinational environments and Shared Service Center model.
• Strong experience in incident management (Incident Management).
• Strong experience in problem management (Problem Management).
• Senior-level profile with strong analytical and communication skills.
• Experience coordinating technical teams and collaborating with multiple departments.
• Knowledge of ITIL processes.
• ITIL certifications (a plus).
• Experience in global 24/7 operations (a plus).
• Experience with monitoring and ITSM tools (a plus).
• Experience in cloud environments and enterprise infrastructure (a plus).

Responsabilidades

• Lead meetings in English with global teams.
• Coordinate technical teams and collaborate with multiple departments.
• Manage critical incidents (Incident Management).
• Manage problems (Problem Management).
• Work in high-criticality environments and under pressure.

Conhecimentos

Incident Management

Problem Management

ITIL Processes

Bilingual Communication

Technical Team Coordination

Ferramentas

ITSM Tools

Monitoring Tools

Descrição da oferta de emprego

• Work as a senior bilingual Support Analyst in a multinational environment
• Work within a Shared Service Center model
• Lead meetings in English with global teams
• Coordinate technical teams and collaborate with multiple departments
• Manage critical incidents (Incident Management)
• Manage problems (Problem Management)
• Work in high-criticality environments and under pressure

Requirements

• Fluent English (speaking, writing, and reading)
• Ability to lead meetings in English with global teams
• Previous experience working with international technical teams, particularly teams in India
• Experience in a multinational environment and Shared Service Center model
• Strong experience in critical incident management (Incident Management)
• Strong experience in problem management (Problem Management)
• Senior-level profile with strong analytical and communication skills
• Experience coordinating technical teams and collaborating with multiple departments
• Knowledge of ITIL processes
• Ability to work under pressure and in high-criticality environments
• ITIL certifications (a plus)
• Experience in global 24/7 operations (a plus)
• Experience with monitoring and ITSM tools (a plus)
• Experience in cloud environments and enterprise infrastructure (a plus)

Core Competencies

Demonstrates expertise in Incident Management and Problem Management within a multinational Shared Service Center model, with strong analytical and communication skills to lead global teams effectively. Proficient in ITIL processes and capable of working under pressure in high-criticality environments.

Highest-signal resume keywords

• Incident Management
• Problem Management
• ITIL Processes
• Bilingual Communication
• Technical Team Coordination

ATS Optimization Keywords

Hard Skills

• Incident Management
• Problem Management
• ITIL Processes
• Analytical Skills
• Cloud Environments
• Enterprise Infrastructure

Soft Skills

• Communication Skills
• Leadership
• Collaboration

Certifications & Qualifications

• ITIL Certification

Industry Keywords

• Multinational Environment
• Shared Service Center
• Global Operations
• High-Criticality Environments

Tools & Technologies

• ITSM Tools
• Monitoring Tools