Responsibilities
* To adhere to quality standards, regulatory requirements and company policies
* To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
* To participate or contribute on EN business in creation of proposals to drive Service improvement plans
* To independently resolve tickets & ensure that the agreed SLA of ticket volume and time are met for the team
* To provide support for on call escalations /L3 level support and doing incident & problem management
Required Skills and Experience
* Bachelor's degree in Computer Science, Engineering, or a related field.
* Proven experience as a DevOps Reliability Engineer or similar role.
* Strong knowledge of cloud platforms, particularly AWS.
* Experience with Jenkins for CI/CD pipelines.
* Experience with SQL Server.
* Experience with Power Shell.
* Strong communication and collaboration skills.
* Languages: Portuguese and English.