App Ops Analyst

American Tower

. Own end-to-end incident and service request resolution for assigned applications, including triage, troubleshooting, resolution, and closure .

Posted 11/12/2026full-timeSão Paulo • BrazilJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident and service request management, ensuring SLA compliance and high-quality resolution. Proficient in troubleshooting, application health monitoring, and process improvement within IT operations.

Highest-signal resume keywords

Incident ManagementService Request ManagementServiceNowITIL FrameworkApplication Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingData AnalysisApplication MonitoringSOP ExecutionRoot Cause AnalysisUser Acceptance TestingProcess ImprovementQueryingIntegration Behavior AnalysisData Integrity Validation

Soft Skills

Problem-SolvingOrganizational SkillsCommunication SkillsCollaborationPersistence

Tools & Technologies

ServiceNowTicketing ToolsMonitoring ToolsRunbooksSOPs

Industry Keywords

IT OperationsApplication SupportService DeliveryChange ManagementRequest Management

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Own end-to-end incident and service request resolution for assigned applications, including triage, troubleshooting, resolution, and closure
Take accountability for incident and service request outcomes, ensuring SLA-aligned resolution and high-quality closure
Perform application health checks and monitoring, and execute SOPs, runbooks, and known-error workarounds
Troubleshoot data and integration issues using queries, logs, and available tools
Analyze application data and integration behavior to investigate incidents and validate data completeness, accuracy, and timing
Collaborate with regional and global team members in a follow-the-sun model
Document issues, resolutions, and workarounds for shared knowledge bases and operational documentation
Identify recurring issues, support root cause analysis, drive corrective actions, and validate releases through user acceptance validation and post-deployment verification
Follow change, incident, and request management processes
Learn assigned applications, integrations, and business processes
Validate application health, data integrity, and post-release stability
Improve runbooks, SOPs, and monitoring coverage

Requirements

What you’ll need

Bachelor’s degree in Information Systems, Computer Science, Business, or a related field required, or equivalent professional experience
Fluency in English required; multilingual capabilities preferred
Demonstrated aptitude for operations roles, including persistence in issue resolution, comfort with ambiguity, and a drive to improve system reliability through ownership, follow-through, and continuous improvement
Demonstrated ability to troubleshoot issues independently, drive resolution, and own outcomes
Experience with ticketing and service management tools such as ServiceNow or similar required
Familiarity with ITIL-aligned incident, request, change, and problem management processes
Ability to follow documented procedures and support standardized operations
Interest in automation, scripting, or process improvement
Proven ability to independently own and resolve incidents from intake through closure, escalating when required while maintaining ownership
Basic understanding of enterprise applications and supported business processes
Ability to operate in moderately complex environments with multiple dependencies, measurable business impact, and defined SLA commitments
Strong analytical, problem-solving, and organizational skills; ability to manage multiple priorities in a fast-paced environment
Strong written and oral communication skills
Ability to work effectively with different functional groups and employee levels
Minimum of 2 years of application support, IT operations, or service delivery experience required