Supervisor Operações

📋 Description

• Supervise daily ITSM operations and lead the analysts responsible for service desk and application
• Continuously monitor incident and service request queues, ensuring proper ticket assignment and
• Track critical requests and incidents at risk of breaching SLAs, ensuring timely escalation and
• Monitor key operational indicators, including SLA compliance, backlog, ticket severity, and ticket
• Balance workloads across support professionals to maintain operational efficiency and ensure
• Coordinate technical and operational escalations, ensuring effective collaboration between the

🎯 Requirements

• Bachelor's degree or higher education qualification.
• Professional experience in ITSM operations and application support or maintenance environments.
• Practical experience managing incidents and service requests throughout their lifecycle.
• Strong knowledge of SLA management, monitoring, and performance tracking.
• Experience managing service queues, ticket backlogs, and operational workloads.
• Experience handling critical incidents and prioritizing requests according to business impact and

🎁 Benefits

• Career opportunities: Registration in a talent pool for consideration in current or future
• Professional development: Opportunities to develop leadership and IT service management expertise.
• Technology exposure: Experience working with ITSM operations, application support, and large-scale
• Collaborative environment: Opportunity to work alongside multidisciplinary technical teams and
• Continuous improvement: Exposure to operational transformation, process optimization, and service
• Inclusive workplace: Opportunities are open to professionals with disabilities (PCD), with a