Systems Support Analyst II

Jobtailor; Caxias do Sul; Presencial; BRL 120 000 - 220 000; Tempo integral

Resumo da oferta

Jobtailor in Brazil seeks a Technical Lead for production support of the Consortium systems. You will guide incident response, oversee monitoring and observability, and collaborate with architecture, security, infrastructure, development and business teams to ensure reliability.

You will lead root cause analyses, run war rooms, mentor analysts, and drive continuous improvement and automation to reduce incidents and improve system resilience across integrations and databases.

Qualificações

• Bachelor’s degree in IT, CS, SE or related field.
• ITIL training or knowledge.
• Proven experience supporting medium- to high-complexity systems.
• Experience handling critical incidents and complex problems.
• Advanced SQL knowledge for analysis and diagnostics.
• Experience with log analysis, troubleshooting and root cause investigation.
• Knowledge of integrations, APIs, messaging and inter-system communication.
• Experience working with vendors and technology partners.
• Experience in change management and operational governance.
• Technical leadership skills, able to influence and decide in critical scenarios.
• Analytical, investigative mindset with focus on continuous improvement.

Responsabilidades

• Serve as the technical lead for production support of the Consortium systems.
• Investigate critical incidents and high-complexity problems across multiple systems.
• Lead root cause analyses and define corrective actions to reduce recurrence.
• Define and evolve support, monitoring and observability processes.
• Provide technical guidance to analysts in diagnostics and incident response.
• Run war rooms with business areas, technical teams and vendors.
• Perform advanced analysis of logs, integrations, APIs and databases to resolve issues.
• Define contingency strategies, risk mitigation and recovery plans.
• Participate in evaluating changes and deployments affecting the environment.
• Identify automation opportunities and drive continuous improvement.
• Contribute to standards, documentation and best practices for support.
• Collaborate with Architecture, Security, Infrastructure, Development and Business teams.

Conhecimentos

Technical leadership

Incident management

Root cause analysis

Analytical mindset

Decision-making

Influencing skills

Formação académica

Bachelor’s degree in Information Technology

Bachelor’s degree in Computer Science

Bachelor’s degree in Software Engineering

Bachelor’s degree in Information Systems

Ferramentas

SQL

Log analysis

APIs

System integration

Change management tools

Observability tooling

Descrição da oferta de emprego

• Serve as the technical lead for production support of the Consortium systems.
• Conduct investigations of critical incidents and high-complexity problems involving multiple systems, integrations and vendors.
• Lead root cause analyses, defining corrective and preventive actions to reduce recurrence.
• Define and evolve support, monitoring and observability processes.
• Provide technical guidance to other analysts in diagnostics, incident response and crisis management.
• Run war rooms and handle high-criticality incidents together with business areas, technical teams and vendors.
• Perform advanced analysis of logs, integrations, APIs and databases to identify and resolve issues.
• Define contingency strategies, risk mitigation measures and operational recovery plans.
• Participate in the technical evaluation of significant changes and deployments affecting the environment.
• Identify opportunities for automation, continuous improvement and increased system reliability.
• Contribute to the development of standards, documentation and best practices for the support discipline.
• Collaborate with Architecture, Security, Infrastructure, Development and Business teams to evolve the environments.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Software Engineering, Information Systems or related field.
• Training or knowledge in ITIL methodology.
• Proven experience in supporting medium- and high-complexity systems.
• Experience handling critical incidents and complex problems.
• Advanced SQL knowledge for analysis and diagnostics.
• Experience with log analysis, troubleshooting and root cause investigation.
• Knowledge of integrations, APIs, messaging and inter-system communication.
• Experience working with vendors and technology partners.
• Experience in change management and operational governance.
• Technical leadership skills, ability to influence and make decisions in critical scenarios.
• Analytical, investigative mindset with a focus on continuous improvement.

Core Competencies

Demonstrates expertise in technical leadership, incident management, and advanced analysis of systems, integrations, and databases. Proficient in defining support processes, risk mitigation strategies, and fostering collaboration across technical and business teams.

Highest-signal resume keywords

• Technical Leadership
• Advanced SQL Knowledge
• Incident Management
• Root Cause Analysis
• ITIL Methodology

ATS Optimization Keywords

Hard Skills

• Log Analysis
• Troubleshooting
• Root Cause Investigation
• System Integration
• API Knowledge
• Change Management
• Operational Governance
• Crisis Management
• Risk Mitigation
• Continuous Improvement

Soft Skills

• Analytical Mindset
• Investigative Skills
• Influencing Skills
• Decision-Making

Certifications & Qualifications

• Bachelor’s Degree in Information Technology
• Bachelor’s Degree in Computer Science
• Bachelor’s Degree in Software Engineering
• Bachelor’s Degree in Information Systems

Industry Keywords

• Production Support
• High-Complexity Systems
• Monitoring Processes
• Observability Processes
• Vendor Management