IT Operations & Support Manager

Jobtailor; São Paulo; Presencial; BRL 120 000 - 200 000; Tempo integral

Resumo da oferta

Jobtailor is seeking an IT Operations Manager to plan and govern IT support and operations in a production environment. The role focuses on ensuring service stability, efficiency, and predictability through defined processes, SLAs and KPIs, with strong emphasis on ITIL practices and incident management.

The candidate will lead L2/L3 coordination, manage changes, and drive continuous improvement while overseeing vendor relations and service contracts.

Qualificações

• Bachelor's degree or higher in Information Technology, Project Management or related fields.
• Postgraduate degree/MBA in the area preferred.
• Advanced English.
• Experience in IT Support and Operations (Run) and operations management.
• Knowledge of ITIL (Incidents, Problems, Changes, SLAs and Continuity) and IT Governance (COBIT).
• Conceptual knowledge of .NET / C# and Node.js and SQL to support sustainment and decision‑making.

Responsabilidades

• Plan the IT support and operations model by defining processes, roles, SLAs, indicators and priorities.
• Monitor IT services in production to ensure availability, performance and capacity.
• Coordinate incident and service requests with L2/L3 teams to meet SLAs.
• Lead management of critical incidents through war room leadership and stakeholder communication.
• Manage problem management with RCA and action plans to reduce recurrence.
• Control change management to preserve service stability.
• Ensure smooth transition of project solutions to support with proper documentation.
• Manage IT vendors and service contracts to ensure quality and cost optimization.
• Monitor operational KPIs and executive reports to support decisions.
• Perform other related professional activities required by the area.

Conhecimentos

ITIL processes

Incident management

Node.js

C#/.NET

SQL

Vendor management

English proficiency

Formação académica

Bachelor's degree in IT/PM

MBA preferred

Descrição da oferta de emprego

• Plan the IT support and operations model by defining processes, roles, SLAs, indicators and operational priorities to ensure predictability, standardization and efficiency in operations.
• Manage the operation of IT services in the production environment by continuously monitoring system and application availability, performance and capacity to ensure stability and continuity of business services.
• Coordinate incident and service request management using ITSM tools and the integrated work of Level 2 (L2) and Level 3 (L3) support teams to restore services as quickly as possible and meet agreed SLAs.
• Lead management of critical incidents and operational crises through war room leadership, rapid decision‑making and structured stakeholder communication to minimize business impact and reduce operational risk.
• Manage problem management through root cause analysis (RCA), definition and monitoring of structural action plans to reduce recurrence of failures and increase operational maturity.
• Control the change management process in the production environment by validating impacts, risks and maintenance windows to preserve service stability and prevent incidents caused by unplanned changes.
• Ensure the transition of project solutions to support by validating documentation, supportability criteria, monitoring and support model to ensure new solutions enter production with appropriate operational and support conditions.
• Manage IT vendors and service contracts by monitoring performance indicators, conducting periodic meetings and contractual governance to ensure technical quality, SLA compliance and cost optimization.
• Monitor operational indicators and service levels by analyzing KPIs, executive reports and continuous improvement plans to support management decisions and increase operational efficiency.
• Perform other related professional activities inherent to the role as required by the area, through training, professional qualification and guidance from the immediate leader to ensure continuous professional development.

Requirements

• Bachelor's degree in Information Technology, Project Management or related fields
• Postgraduate degree/MBA in the area preferred
• Advanced English
• Experience in IT Support and Operations (Run) and operations management
• Knowledge of ITIL (Incidents, Problems, Changes, SLAs and Continuity) and IT Governance (COBIT)
• Conceptual knowledge of .NET / C# and Node.js and SQL to support sustainment and decision‑making, impact assessment and liaison with technical teams
• Customer focus, professionalism, collaboration, innovation, decision‑making skills, and business and strategic vision

Core Competencies

Demonstrates expertise in IT Support and Operations Management, with a strong focus on ITIL processes, incident management, and operational efficiency. Proficient in managing critical incidents, vendor relationships, and ensuring service stability through effective change management and performance monitoring.