Monitoring Support Team Lead

Playtech Managed Services; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading tech firm in São Paulo is looking for a Monitoring Team lead to manage incident response and ensure high-quality service delivery. The role involves monitoring business systems, coordinating incident communication, and enhancing team performance. Candidates should have at least one year in Monitoring or Incident Management and strong English communication skills. A collaborative team environment that offers professional growth and a commitment to innovation awaits you.

Serviços

Comprehensive benefits

Opportunities for professional growth

Inclusive workplace

Qualificações

• Willing to develop a career in Incident Management.
• Minimum 1 year of experience in Monitoring or a related role, 2 years preferred.
• Knowledge of Monitoring and Incident Reporting methodologies.

Responsabilidades

• Lead the local Monitoring Team to deliver high-quality services.
• React swiftly to incidents and manage communication.
• Monitor business systems and maintain incident documentation.

Conhecimentos

Incident Management

Monitoring

Strong English communication

Grafana or similar tools

Descrição da oferta de emprego

Job Description

Your influential mission. You will...

• Lead the local Monitoring Team in Playtech Sao Paulo to deliver consistent, high-quality services.
• Perform Monitoring, Incident Management, Redundancy and Incident Reporting activities.
• Work on shifts ( 16 / 7 coverage ).
• Monitor multiple business systems and detect incidents across multiple service dependencies.
• Monitor and enhance the Monitoring Team performance to meet SLA requirements.
• Utilize and maintain monitoring dashboards to track performance metrics and identify improvement areas.
• Ensure the Monitoring Team responds swiftly to incidents.
• Review existing Incident Management documentation and contribute to the enhancement of new materials.
• React by executing appropriate redundancy protocols based on service type.
• Coordinate incident communication with multiple parties.
• Familiarize yourself with Incident Management documentation.
• Learn the company products at a technical and operational level, including backend settings, integrations and monitoring dashboards.
• Liase with third parties during Incident Management.
• Understand how the environments and available configurations work.
• Acquire insight into Incident Management processes in a global company.
• Communicatedaily with other teams in and outside the company.
• Constantly develop skills and get new knowledge in the Incident Management domain.
• Carry out investigations to determine Incident root causes.

Qualifications

Components for success. You...

• Are willing to develop your career in Incident Management.
• You have previous experience in Monitoring, Incident Management or a similar role ( 1 year minimum , 2 or more years recommended).
• Possess knowledge of Monitoring and Incident Reporting methodologies and processes.
• Have strong command of English for both written and spoken communication, ensuring clear and professional interaction with internal teams, clients, and external stakeholders.

You'll get extra points for...

• Having experience working with Grafana or similar tools.

Additional Information

Thrive in a culture that values...

• A supportive and collaborative team environment.
• Opportunities for professional growth and development.
• A commitment to innovation and excellence.
• A diverse and inclusive workplace where everyone is welcome.
• Comprehensive benefits and competitive compensation.

HOW TO APPLY?

In addition to your CV, please add a brief motivation letter covering your goals, your current experience in Monitoring or related fields, and / or working in a corporate environment. You can write it in the comment section at the end of the application page (under "your message to the hiring manager").

Kindly provide your resume in English.

MONITORING TEAM

The Monitoring Team is a crucial part of the Incident Report Operational Center (IROC). The team is dedicated to centralizing incident monitoring, detection, and initial response across all relevant systems. Our mission is to ensure business continuity and protect customer experience by proactively managing incidents. The team monitors all business systems, detects incidents across multiple service dependencies, and reacts by executing appropriate redundancy protocols based on service type. We manage incident communication and documentation across all service types and criticality levels.

Our team operates 24 / 7, ensuring immediate response and detailed incident reporting, documenting all actions and outcomes for transparency, accountability, and continuous improvement in incident management.

Join the team at our new Brazilian Playtech Managed Services (PTMS) office, where we work together to support and enhance our live products and services. Be part of a global, dynamic and innovative team that values collaboration, continuous learning, and excellence.

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.