Mid Level Technical Support Analyst

Getnet Platforms; São Paulo; Presencial; BRL 60 000 - 90 000; Tempo integral

Resumo da oferta

Getnet Platforms, part of Santander Payment Solutions, seeks a Support Technician in São Paulo to monitor the payments hub, triage incidents, and ensure fast resolution. The role covers L1 support across infrastructure and applications with deployment support in a 24/7 production environment.

Ideal candidates will have IT Operations/SRE experience, English proficiency, and be able to work from 7:30 PM to 4:30 AM. Familiarity with ServiceNow/Jira is a plus, and ITIL knowledge is preferred.

Qualificações

• Fluent or advanced English is required for communication.
• Experience in IT Operations or SRE and in L1 support.
• Familiarity with ServiceNow and Jira for incident tracking.

Responsabilidades

• Serve as first point of contact for customers reporting incidents.
• Perform initial impact analysis and triage on alerts.
• Document, track, and monitor requests for timely resolution.
• Actively monitor the PagoNXT Payments Hub environment.
• Support deployments to ensure production integrity.
• Run periodic system checks and log results.
• Suggest improvements to processes and runbooks.
• Be prepared to work rotating 24/7 production shifts.

Conhecimentos

Advanced English

IT Operations / SRE

L1 Support Experience

Formação académica

ASIR (Networked Computer Systems Administration)

DAM (Multiplatform Application Development)

Ferramentas

ServiceNow

Jira

Monitoring tools

Descrição da oferta de emprego

Getnet Platformsis part ofSantander Payment Solutionsand brings together a set of key platforms within Santander's global payments technology ecosystem. It includes software-as-a-service capabilities across the entire payments value chain, such as account-to-account processing, FX, SWIFT connectivity, fraud management and card processing infrastructure.

It enables financial institutions, non-bank financial institutions (NBFIs) and payment service providers (PSPs) to operate, scale and evolve their payment capabilities across multiple rails, markets and regulatory environments, without the need to rebuild their core systems.

Proven at scale, including within Santander itself, these platforms provide a modular foundation that complements Getnet's global payment capabilities tosupport client growththrough payments.

WHY JOIN OUR TEAM

If you want to shape the future of financial solutions, this is the place!

At Getnet Platforms, your work connects to something bigger, creating a real impact across global teams and markets for our clients and communities.

Our people are our greatest strength. We combine growth opportunities, strong team connections, and a culture that supports your well-being and sense of belonging, so you can develop, contribute, and feel valued. With flexibility and autonomy built into how we work, you'll have the space to focus, collaborate, and perform at your best.

Here, your impact matters, your growth is supported,and your experience is designed to help you thrive.

WHAT YOU'LL DO

As a Support Technician, you will work in a team, monitoring the payments hub, at Infrastructure, application and system level, triaging and escalating incidents raised to the L1 Team.

We need someone like you to help us in different fronts:

• To be the first point of contact for customers reporting incidents;
• To be able to do a first impact analysis of an incoming alert or a raised issue and do a triage based on said analysis;
• To document, track, and monitor requests to ensure a timely resolution of all inquiries;
• To actively monitor the PagoNXT Payments Hub environment, using the tools provided;
• To support deployment activity in order to ensure deployments are carried out with no harm done to the production environment. (we are the first line of defense of the production environment);
• To carry out periodic systems checks, noting results in the required way;
• To suggest improvements to processes, routines, and runbooks to improve efficiency;
• To be prepared to work rotating shifts in a 24/7 Production environment.

WHAT WE'RE LOOKING FOR

• High level of English (Advanced or Fluent) as he/she must be able to communicate;
• Availability to work from 7:30 PM to 4:30 AM (night shift);
• Experience with monitoring and ticketing tools;
• Experience of working in IT Operations / SRE;
• Experience working as a L1 (or higher) Support Technician;
• Ticketing tools: Service Now, Jira, etc.
• ITIL certification or ITSM best practices knowledge;
• Desired education: Administration of Networked Computer Systems (ASIR), Multiplatform Application Development (DAM).

WHAT CAN EARN YOU EXTRA POINTS

• High level of Spanish as he/she must be able to communicate;

OUR OFFER AND BENEFITS

Getnet Platforms is proud of being an organization where there are equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation. We are committed to providing an inclusive and accessible application process for all candidates.