Consultor Servicenow Pleno - Itom/Itam

EDX - Digital Experience; Taboão da Serra; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A global technology company in Brazil seeks an experienced IT Service Operations Engineer to manage onsite IT teams and ensure optimal IT service quality. Responsibilities include managing IT operations, tracking service performance, and improving user experience for office IT services. Candidates should hold a relevant Bachelor's degree and at least 3 years of experience in IT service management, along with fluency in Portuguese and English. The role is focused on fostering efficient operations in a multicultural environment.

Qualificações

• At least 3 years of experience in IT service management.
• Fluency in both Portuguese and English.
• Familiarity with desktop operations and asset management.

Responsabilidades

• Manage onsite IT service teams.
• Oversee service SLAs and performance tracking.
• Resolve IT system issues swiftly.

Conhecimentos

Problem-solving skills

Team management

Communication skills

Project collaboration

Formação académica

Bachelor's degree in Computer Science or Information Technology

Descrição da oferta de emprego

IT Service Operations Engineer

We are seeking an experienced IT Onsite Service Lead to manage our onsite IT service teams abroad. The candidate should have the capability to handle desktop operations, asset management, conference room operations, and other related tasks. This position will ensure that all IT systems and equipment in our offices are maintained in optimal condition and that any issues are swiftly and effectively resolved.

Key Responsibilities:

• Manage onsite services at offices, including but not limited to desktop operations, IT asset services and management, and maintenance of public IT services.
• Manage service SLAs, track and measure performance status, drive improvement projects, and ensure delivery quality.
• Understand the needs of onsite services through employee interviews, ticket analysis, and continuously drive the improvement of IT service experience and product experience by optimizing and iterating service processes.
• Manage service providers and service team members including but not limited to workforce planning, recruitment, skills training, daily management, performance appraisal, and personnel development and replacement.

Job Requirements

• Bachelor's degree or above, preferably in Computer Science, Information Technology, or related fields.
• At least 3 years of experience in IT service management, with overseas work experience preferred.
• Fluency in both Portuguese and English, for effective communication is preferred.
• Familiar with the processes and technologies related to desktop operations, asset management, and conference room operations.
• Advantage with ITIL and PMP certifications. Excellent communication and team management skills, capable of working in a multicultural environment.
• Strong problem‑solving skills, quick response capabilities and project collaboration skills.

Job Highlights

Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. We focus on food and consumer product delivery services in international markets with the mission: "We help people eat better, live better". Established in March 2010, Meituan has helped transform the supply and demand of service and product retail across the digital landscape. As Meituan and Keeta continue to increase R&D investment and advance in new technologies, we uphold a customer‑centric approach, working with our partners to provide quality services to customers.

IT Operations Manager

We are the Americas Cluster Operations Team, a critical component of a leading global technology enterprise's infrastructure strategy. Our mission is to ensure the highly efficient, stable, and secure operation of the operational environment across the Americas. Our team comprises dedicated professionals in Facilities, IT, and Asset Management, deeply experienced in large-scale system operations, possessing comprehensive capabilities from daily operations to strategic planning:Facilities Team: Responsible for 24x7 uninterrupted operations and emergency response of critical physical support systems within the large operational environment, including electrical, HVAC, and fire suppression. We ensure physical environment stability and sustainable operations through rigorous capacity management and energy efficiency optimization.IT Team: Manages the full lifecycle operations of IT equipment like servers and networks within the operational environment. We ensure high SLA compliance for IT services through proactive systemic risk governance, automation, and process optimization, while leading various technology upgrade projects.Asset Team: Oversees the full lifecycle management and governance of IT assets. We ensure asset compliance, visibility, and efficient utilization through precise data management, risk control, and cost‑efficiency strategies.Our Core Focuses:End-to-End Reliability: From physical support to IT services, we provide comprehensive stability assurance, focused on mitigating risks and ensuring business continuity.Project-Based & Lean Operations: We approach operational work through a project lens, continuously optimizing processes to achieve efficient resource utilization and lean operating costs.Innovation & Talent Development: We actively integrate cutting‑edge technologies and foster robust knowledge‑sharing mechanisms to continuously enhance our team's professional capabilities and innovative practices.We serve as the robust foundation for the enterprise's business growth in the Americas, providing powerful and trustworthy infrastructure assurance through professionalism, innovation, and collaboration.

Job Responsibilities:

1. Responsible for the comprehensive operation and maintenance management of IT infrastructure (including but not limited to servers, networks, storage, and related software platforms) within large-scale operational environments in the Americas region.
2. Develop and implement IT operation strategies, procedures, and standards (SOPs) to ensure the efficient, stable, and secure operation of IT systems, in compliance with internal and external regulations.
3. Manage the IT operations team, including recruitment, training, performance evaluation, team development, and daily management, to enhance team professionalism and efficiency.
4. Lead IT incident management, event response, change management, and problem‑solving processes to ensure high availability and business continuity of IT systems.
5. Drive the IT operations transformation towards automation and intelligence, introducing advanced technologies and tools to continuously optimize operational processes, efficiency, and quality.
6. Responsible for IT infrastructure capacity planning, performance monitoring, and optimization to ensure resource allocation meets business growth demands.
7. Manage IT‑related vendors and third‑party service providers, ensuring their service quality and SLA compliance.
8. Responsible for IT operations budget planning, cost control, and analysis of technology investment returns.
9. Collaborate closely with internal cross‑functional teams (e.g., Facilities, Asset Management, Security, Business Units) to ensure IT operations effectively support overall business objectives.
10. Stay abreast of industry trends and emerging technologies, supporting the evolution of IT architecture to enhance technological competitiveness.

Job Requirements:

• Bachelor's degree or higher in Computer Science, Network Engineering, Electronic Information Engineering, or a related IT professional field.
• Over 5 years of experience in large‑scale IT system operation and maintenance management, with at least 3 years in a team management role; experience in multinational corporations is a plus.
• In‑depth understanding and practical experience with server hardware, operating systems (Linux/Windows), network technologies (TCP/IP, routing & switching), and storage systems.
• Familiar with ITIL/ITSM management frameworks, possessing excellent capabilities in ITIL process implementation and optimization.
• Practical experience with IT automation and intelligent operation tools (e.g., scripting languages, monitoring systems, configuration management tools).
• Excellent team leadership, project management, and risk management capabilities.
• Outstanding communication, coordination, problem‑solving, and decision‑making skills, capable of handling complex technical and managerial issues.
• Strong English reading, writing, and communication skills, able to communicate effectively as a working language.
• Relevant professional certifications such as ITIL, PMP, CCIE/CCNP, RHCE are a plus.
• Experience in cloud platform operations or DevOps practices is a plus.

IT Operations Analyst - Especialista

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