Support Master

Jobgether SRL; United States; Remote; USD 30,000 - 46,000; Full time

Benefits offered by this job

Medical & dental insurance

Meal vouchers

Parental leave

Job summary

Jobgether SRL is seeking an IT Operations Lead to oversee application support, incident handling, and service continuity across complex enterprise environments. You will design support processes, implement ITIL-based governance, and partner with technical and business stakeholders to drive improvements.

The role emphasizes KPI-driven management, vulnerability coordination with security teams, and hands-on use of ITSM tools such as ServiceNow or Jira Service Management.

Qualifications

• Bachelor's degree in IT, engineering, or related field.
• Extensive IT operations leadership or application support experience.
• Strong knowledge of ITIL practices including incident, problem, change, service requests, SLAs, and knowledge management.
• Experience defining and managing SLAs/OLAs with KPI dashboards.
• Familiarity with vulnerability management lifecycles and remediation timelines.
• Hands-on with ITSM tools such as ServiceNow or Jira Service Management.

Responsibilities

• Lead IT support and operations management to ensure service continuity and alignment with business priorities.
• Design and optimize application support processes and operating models.
• Apply ITIL best practices to improve service quality and efficiency.
• Define, monitor, and improve SLAs and OLAs with clear performance standards.
• Establish KPIs, dashboards, MTTR, backlog, and ticket aging to identify risks and improvement opportunities.
• Oversee vulnerability management prioritization and remediation coordination with security teams.
• Leverage ITSM platforms to streamline workflows and governance of operational processes.
• Collaborate with technical teams, stakeholders, and clients to resolve issues and drive improvements.
• Continuously seek opportunities to reduce incidents and enhance user experience.

Education

Bachelor's degree in Information Technology, Engineering, or a related field

Tools

ITSM platforms

Job description

Accountabilities

• IT Support and Operations Management: Lead and coordinate application support and IT operations, ensuring service continuity, operational stability, and alignment with business priorities.
• Support Process Design and Optimization: Design, implement, and restructure application support processes, establishing effective operating models and ensuring smooth transitions of systems into production support.
• ITIL Service Management: Apply ITIL best practices across incident, problem, change, service request, service-level, and knowledge management processes to improve service quality and operational efficiency.
• Service-Level Management: Define, implement, and monitor Service-Level Agreements (SLAs) and Operational-Level Agreements (OLAs), ensuring clear service expectations, accountability, and performance standards.
• Operational Performance Monitoring: Establish and track key performance indicators, including Mean Time to Resolution (MTTR), backlog volume, and ticket aging. Develop and maintain management dashboards to identify trends, risks, and improvement opportunities.
• Vulnerability Management: Oversee vulnerability management processes, prioritizing remediation activities based on criticality, defining correction timelines, and coordinating with information security teams to mitigate risks.
• ITSM Tools and Process Governance: Leverage IT Service Management platforms to streamline workflows, improve service visibility, and ensure consistent execution of operational processes.
• Stakeholder Collaboration: Work closely with technical teams, business stakeholders, and client representatives to resolve operational challenges, communicate service performance, and implement continuous improvement initiatives.
• Continuous Improvement: Identify opportunities to enhance support efficiency, strengthen governance, reduce recurring incidents, and improve the overall user and client experience.

Requirements:

• Education: Bachelor's degree in Information Technology, Engineering, or a related field.
• IT Operations Experience: Extensive experience in IT, particularly in application support, IT operations leadership, or IT service management within complex enterprise environments.
• Support Model Design: Proven experience designing or restructuring application support processes, including transitioning systems and services into operational support.
• ITIL Expertise: Strong command of ITIL practices, including incident, problem, change, service request, service-level, and knowledge management.
• Service-Level Management: Demonstrated experience defining and managing SLAs and OLAs, establishing operational KPIs, and developing performance dashboards.
• Operational Metrics: Ability to analyze and interpret service performance indicators such as MTTR, backlog, and ticket aging to identify bottlenecks and drive measurable improvements.
• Vulnerability Management: Knowledge of vulnerability management lifecycles, including risk-based prioritization, remediation deadlines, and collaboration with information security teams.
• ITSM Platforms: Hands‑on experience with IT Service Management tools such as ServiceNow or Jira Service Management.
• Enterprise and Consulting Experience: Experience working in consulting environments or supporting large enterprise clients. Experience in the financial services or insurance sectors is highly desirable.
• Analytical and Problem‑Solving Skills: Strong analytical thinking, organizational skills, and the ability to assess complex operational challenges and develop practical solutions.
• Communication and Leadership: Excellent stakeholder management, communication, and collaboration skills, with the ability to coordinate teams, manage expectations, and drive process improvements.
• Location and Work Arrangement: Must be based in Brazil. The role is remote; however, candidates residing in the Campinas Metropolitan Region are required to attend local offices in accordance with the applicable attendance policy.

Benefits:

• Comprehensive medical and dental insurance.
• Food and meal vouchers.
• Childcare assistance.
• Extended parental leave.
• Access to fitness facilities and health and wellness professionals through Wellhub and TotalPass.
• Profit‑sharing program (PLR).
• Life insurance.
• Access to a continuous learning platform and professional development resources.
• Employee discounts through a dedicated benefits club.
• Free online resources focused on physical health, mental well-being, and overall wellness.
• Courses supporting pregnancy, parenthood, and responsible parenting.
• Partnerships with online learning platforms.
• Access to language‑learning platforms.
• Additional employee benefits, learning opportunities, and wellness initiatives.