Junior Ticket Manager
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Job Description
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Responsibilities:
- Monitorar filas de chamados (incidentes e requisições), garantindo o tratamento dentro dos SLAs estabelecidos.
- Identificar, classificar e priorizar chamados críticos (P1 a P4), considerando impacto e urgência.
- Realizar acompanhamento ativo (follow-up) junto às equipes técnicas e áreas de negócio.
- Garantir a evolução dos chamados, evitando estagnação e desvios operacionais.
- Registrar interações, atualizações e evidências de forma clara e estruturada nas ferramentas de gestão.
- Apoiar a análise do backlog, acompanhando volume, aging e criticidade dos chamados.
- Identificar e sinalizar proativamente riscos de violação de SLA.
- Contribuir para a identificação de oportunidades de melhoria nos processos de atendimento.
- Apoiar a padronização das rotinas operacionais e disseminação de boas práticas.
- Participar de reuniões e rituais operacionais, como dailies, checkpoints e reviews.
Requirements:
- Ensino superior completo ou em andamento.
- Experiência básica ou intermediária em suporte ou operações de TI.
- Vivência com ferramentas de gestão de chamados, como:
- ServiceNow;
- SAP Solution Manager (SolMan);
- Jira;
- Azure DevOps;
- Ou ferramentas similares.
- Conhecimento básico dos processos ITIL, especialmente:
- Gestão de Incidentes;
- Gestão de Requisições;
- Controle de SLA.
- Entendimento de critérios de priorização baseados em impacto e criticidade.
- Conhecimento básico de SLA e monitoramento de prazos.
- Utilização de Excel ou planilhas para acompanhamento operacional.
- Capacidade de interpretar indicadores simples, como backlog, aging e volume de chamados.
- Experiência prévia como Ticket Manager, Dispatcher ou Service Desk N2/N3 é considerada um diferencial.
Benefits:
- Vale-alimentação ou vale-refeição;
- Desconto em cursos, universidades e instituições de idiomas;
- Academia Stefanini — plataforma com cursos on-line, gratuitos, atualizados e com certificado;
- Mentoring;
- Clube de vantagens para consultas e exames;
- Assistência médica;
- Assistência odontológica;
- Clube de vantagens e descontos nos melhores estabelecimentos;
- Clube de viagens;
- Convênio para pets.
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