Incident Analyst Senior (Applications)

buscojobs Brasil; São Paulo; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A global payments company in São Paulo is seeking an Incident Analyst to join their Software Applications team. The ideal candidate will have relevant experience or a degree in Computer Science, strong skills in incident analysis, and the ability to communicate effectively in advanced English. Responsibilities include documenting incidents, coordinating teams to resolve issues, and providing technical feedback. Flexibility to work from home and a people-centered environment are part of the offering.

Serviços

Flexibility to work from home

People centered environment

International team interaction

Attractive salary and benefits policy

Qualificações

• Relevant experience or degree in Computer Science, Computing Engineering, Management Information Systems.
• Prior experience with incident analysis or management for software applications.
• Experience in investigation and documentation to report defects and improvements.

Responsabilidades

• Participate in the evaluation of incident scope and impact.
• Document the status and resolution of incidents.
• Engage and communicate with level 3 support when needed.
• Coordinate teams for incident resolution.
• Provide technical feedback to clients.
• Determine if formal root cause analysis is needed.

Conhecimentos

Incident analysis

Technical communication

Root cause analysis

Investigation

Documentation

Advanced English

Formação académica

Degree in Computer Science or related field

Descrição da oferta de emprego

Overview

TSYS, a Global Payments company, is the payment stack for the future and operating in more than 75 countries around the world, we process billions of card transactions each year.

We are looking for an Incident Analyst to be part of our Software Applications team, so if you are pursuing professional development and would like to be part of our amazing growth in Latin America & The Caribbean, apply today and join our award-winning Fortune 500 company!

Why TSYS

If want more reasons for choosing us, we can help you :

• Flexibility to work from home
• People centered environment
• Contact with teams from different countries
• Attractive policy of salary and benefits

What Part Will You Play?

• Enters and participates in the scope and impact evaluation of an incident into the corporate ticketing system and Incident Tracking System to document the status and resolution of incidents.
• Annotates the steps taken to reach incident milestones to come up with a technical timeline within the incident tracking system and close the ticket when service has been restored.
• Engages, escalates, and communicates notifications as needed to level 3 technical support, management, and critical incident management.
• Coordinates internal technical and business teams in the resolution of incidents impacting client service delivery and in the identification of action plans.
• Provides technical feedback for communication to internal and external clients.
• Assesses incident criteria to determine if formal root cause analysis is needed and collaborates with Technical resources to determine the root cause of an incident, providing a written incident report.

What Are We Looking For in This Role?

Minimum Qualifications

• Relevant Experience or Degree in :
• Computer Science, Computing Engineering, Management Information Systems or related field. Additional experience in lieu of degree will be considered;
• Prior experience with incident analysis / management for software applications;
• Experience in investigation and documentation to clearly report defects and improvements;
• Advanced English Level;
• Availability to work in Campinas when required.

At TSYS we recognize that innovation and transformation only happen in inclusive and safe work environment and as an equal opportunity employer, we strongly encourage people with disabilities to apply to any of our job positions.