Problem Manager
We are seeking an experienced Problem Manager to lead our Helpdesk team in providing high-quality services to our customers. As a Problem Manager, you will be responsible for ensuring that all problems are resolved efficiently and effectively, while maintaining a continuous improvement mindset.
Key Responsibilities:
* To manage the Helpdesk staff and ensure consistent and high-quality services to the customer in line with all SLAs and KPIs.
* To maintain an effective and efficient help desk tightly linked with customer business objectives.
* To ensure continuous improvement of services provided to the customer.
* To provide problem management system support activities.
* To implement and maintain staffing and scheduling for Helpdesk.
* To be the single point of contact for all problems.
* To monitor the problems to ensure that the Service Level agreements are respected.
* To review problem trends, planning, and driving improvement plans.
* To monitor the effectiveness of error control and make recommendations for improvements.
Requirements:
* A systems engineer or technologist with experience in managing service desk work teams.
* The ability to meet satisfaction levels of the support service and deliverables necessary for service measurement, maintenance, provisioning, and optimization.
* Experience in leading operations with more than 3,000 users and 4,000 hosts, handling 10,000 tickets per month.
* Experience in leading process automation to avoid complex tickets from going to human attendance.
* The ability to create a useful knowledge base defining a good framework for registering, keeping up-to-date information, and leading the team to work on RCA analysis (collecting information, raising hands for new problems, finding the right sponsor for analysis).
Benefits:
* Professional development and constant evolution of your skills, always in line with your interests.
* Opportunities to work outside Brazil.
* A collaborative, diverse, and innovative environment that encourages teamwork.
About Us:
We promote an inclusive culture, working for equity. This applies to gender, people with disabilities, LGBTQIA+, religion, race, ethnicity. All our opportunities are based on these principles. We think of different actions of inclusion and social responsibility, in order to build a workplace that respects individuality.