Lead, Applications Support L1

What We'll Bring:

Coordinate and supervise the level 1 application support team, ensuring timely and efficient handling of incidents and requirements related to internal and external applications used by B2B clients and internal users. Act as the first point of technical and functional escalation, ensuring operational continuity and customer satisfaction.

Manage available resources to achieve the proposed objective in terms of time, cost, scope, and quality, keeping information and documentation of each request updated using the management tools provided by TU.

The objective is for your contributions to increase and/or improve the customer experience, ensuring the follow-up of incidents or requirements until their adequate response.

What You'll Bring:

HOW WILL YOU CONTRIBUTE? (functions)

• Lead the level 1 support team, assigning tasks and monitoring compliance with SLA for attention and resolution.
• Ensure the handling and resolution of incidents and requirements related to business applications, CRM, client portals, scoring tools, etc.
• Ensure the escalation of complex cases to levels 2 and 3, ensuring clear and complete documentation.
• Ensure compliance with SLOs by the level 1 application support team.
• Ensure the execution of pre and post-implementation tests of new versions or application patches before their release.
• Monitor application performance and generate availability and failure reports.
• Document procedures, solutions, and lessons learned in the knowledge base.
• Train the team on new functionalities, tools, and best practices.
• Ensure compliance with security, privacy, and business continuity policies.
• Apply continuous improvement actions in the area, involving response times, documentation, and area processes.

Impact You'll Make:

WE'D LOVE TO SEE! (requirements)

• Professional in systems engineering, computer science or related careers.
• Minimum of 5 years of experience leading technical support teams and service desks in corporate environments.

• Minimum 2 years in technical or functional application support.
• Specialized in the management of enterprise application support, ensuring operational continuity, efficient incident handling and continuous process improvement.
• Desirable experience in financial sector, fintech or credit bureau companies.
• Handling of ticketing tools (e.g., ServiceNow, Jira, Zendesk).
• Basic knowledge of databases (SQL), APIs and service monitoring.
• Familiarity with ITIL processes (Incidents, Problems, Changes), Certification desirable.
• Experience in handling reports and indicators to ensure correct management, good quality in the process of attending to TU customer requests.
• Experience in office automation and project management tools such as Microsoft Excel, Word, PowerPoint, Visio and Project.
• Ability to develop relationships effectively and communicate assertively customer-oriented.
• High-impact presentation skills.
• Strong analytical skills to understand the scope of reported incidents, requirements and problems.
• Good verbal, narrative communication and negotiation skills.
• Availability to lead a 7*24 operation.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.