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Senior Support Technician
Quality Digital. Receive incident reports via email, Microsoft Teams, WhatsApp, telephone, and ITSM .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in incident management, including ticket logging, escalation processes, and performance monitoring. Proficient in technical investigation and communication during crisis situations, ensuring effective collaboration and timely reporting.
Highest-signal resume keywords
Incident ManagementTechnical ModerationPerformance MonitoringCrisis CommunicationPost-Incident Reporting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticket LoggingSeverity ClassificationEscalation Matrix InitiationTechnical InvestigationService RestorationKPI MonitoringWorkflow GovernanceProblem Ticket CreationRemediation Strategy DefinitionDecision Record Management
Soft Skills
CommunicationCollaborationAgenda ManagementDecision MakingCrisis Management
Tools & Technologies
ITSMMicrosoft TeamsWhatsAppEmailTelephone
Industry Keywords
Major Incident ManagementMTTASLA CompliancePost-Incident ReportWar Room
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Receive incident reports via email, Microsoft Teams, WhatsApp, telephone, and ITSM
- Log tickets, classify severity, and confirm impact
- Initiate the escalation matrix
- Open the War Room and convene participants and teams
- Confirm the technical moderator from Profarma
- Manage the agenda, decision records, open items, and communications
- Issue periodic announcements and status updates throughout the incident
- Prepare and issue the Major Incident Post-Incident Report
- Formally create Problem tickets and ensure proper classification, assignment, deadlines, and workflow governance
- Monitor and report performance KPIs, including MTTA, escalation time, communication time, update SLA compliance, and the percentage of Post-Incident Reports completed on time
- Assume technical moderation of the crisis and appoint the responsible moderator
- Conduct technical investigation, diagnosis, containment, service restoration, and validation
- Define technical priorities and remediation strategies
- Make the necessary specialists and vendors available
Requirements
What you’ll need- 100% remote work
- 12x36 shift schedule
- Two positions from 7:00 a.m. to 7:00 p.m.
- Two positions from 11:00 a.m. to 11:00 p.m.
Benefits
Comp & perks- An environment conducive to learning and professional growth
- Performance reviews and feedback focused on continuous development
- Meal and/or food allowance
- Medical and dental insurance
- Pharmacy partnerships offering discounts on medications
- Childcare assistance in accordance with the applicable policy
- Partnership with SESC, offering a variety of cultural and leisure activities
- Partnerships for language and technology studies, as well as access to a course platform
- Payroll-deducted loans at attractive interest rates
- Financial education program
- Corporate University and learning paths
- Referral Program with opportunities for prizes and bonuses
- Group life insurance