Full Support Analyst (IT Ops)
Job Description
- Knowledge in BI
- Monitor system and product performance using Splunk, Datadog, generating analyses, alerts, and KPIs
- Support technical meetings with internal and external clients
- Receive, register, and resolve calls, providing first and second-level support to users
- Investigate, analyze, and diagnose the origin of failures and incidents, proposing efficient solutions
- Prepare and keep technical documents, manuals, operational procedures, and knowledge base updated
- Plan and conduct training sessions for users on new functionalities or system updates
- Monitor and analyze satisfaction metrics, identifying opportunities for improvement
- Higher education in systems development, administration, or related fields
- Knowledge of monitoring tools such as Splunk and/or Datadog
- Expertise in SQL
- Intermediate Excel
- Diversity and inclusion initiatives for a healthier and more innovative work environment
- Inclusive recruitment and professional development support
- Affinity groups: ExperianPride (LGBTQIAPN+), Ubuntu (racial equity), Women in Experian (gender equity), Aspire (people with disabilities), Connecting Generations (generations)
- Contribution to growth and improving lives
Company Description
Serasa Experian is Brazil's first and largest Datatech company. A leader in intelligence solutions for risk and opportunity analysis, focusing on credit, authentication, and fraud prevention journeys. With cutting-edge technology, innovation, and top talent, it transforms risk uncertainty into the best decision, helping people achieve their dreams and companies of all sizes and segments to prosper. We have 22,000 people operating in 32 countries, and every day we invest in new technologies, talented professionals, and innovation to help all clients maximize every opportunity. With corporate headquarters in Dublin, Ireland, Experian is listed on the London Stock Exchange (EXPN) and is part of the FTSE 100 index.
Job Description
- Monitor the performance of systems and products using monitoring tools like Splunk, Datadog, generating analyses, alerts, and KPIs to support the product team and monitor operational health;
- Support technical meetings with internal and external clients;
- Receive, register, and resolve calls through various channels (phone, email, chat, etc.), providing first and second-level support to users;
- Investigate, analyze, and diagnose the origin of failures and incidents, proposing the most efficient solution to restore service normality;
- Prepare and keep technical documents, manuals, operational procedures, and the knowledge base updated, sharing relevant information with the team and stakeholders;
- Plan and conduct training sessions, enabling users in new functionalities or system updates;
- Monitor and analyze satisfaction metrics, identifying opportunities for improvement in customer service and user experience.
Qualifications
- Higher education in systems development, administration, and related fields;
- Knowledge of monitoring tools such as Splunk and/or Datadog;
- Expertise in SQL;
- Intermediate Excel
- Knowledge in BI will be a differential.
Additional Information
At Serasa Experian, we believe that diversity is fundamental for a healthier and more innovative work environment, where all people can exchange experiences and express their ideas. Therefore, we have several actions to promote inclusive recruitment and support the professional development of our people. In addition, we have our affinity groups, created to empower and welcome people from underrepresented groups: ExperianPride (LGBTQIAPN+ community), Ubuntu (racial equity), Women in Experian (gender equity), Aspire (people with disabilities), and Connecting Generations (generations). Come be part of this transformation!
#LI-HYBRID
Come be #TimeVeloz!
Let's grow together! We want to truly contribute to the growth of those around us. Our Purpose? Improve lives, share dreams and achievements.
