Governance Specialist – Support
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Job Description
Governança e sustentação de TI no CIEE, garantindo a disponibilidade dos sistemas e a melhoria contínua. Coordenando a gestão de problemas e estabelecendo indicadores de desempenho.
Responsibilities:
- Ensure compliance with support SLAs by monitoring operational indicators and managing incidents, guaranteeing system availability.
- Define support standards and processes by implementing ITIL practices and governance frameworks to achieve operational standardization.
- Monitor the quality of support services by analyzing service and performance metrics, ensuring continuous improvement.
- Coordinate problem management by conducting root cause analyses (RCA) to reduce incident recurrence.
- Establish support performance indicators by defining KPIs and management dashboards to support decision-making.
- Promote continuous process improvement by identifying operational bottlenecks to increase service efficiency.
- Oversee support vendors through contract management and performance evaluation, ensuring the quality of services provided.
- Ensure documentation of operational processes by maintaining runbooks and technical procedures, reducing operational risks.
- Support internal and external audits by providing evidence and controls, ensuring regulatory compliance.
- Guide technical teams by disseminating support best practices, raising operational maturity.
Requirements:
- Bachelor's degree in Information Technology or a related field.
- Experience: Previous experience in similar roles.
Benefits:
- CIEE has a diversity program that welcomes and respects who you are and who you want to be!
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