Ticket Manager

Quality Digital

. Receive, classify, log, handle, and resolve incidents, tickets, and service requests .

Posted 10/28/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in incident management, ticket resolution, and user support while utilizing ITSM tools. Capable of generating analytical reports and presentations, with a solid understanding of ITIL practices and Agile methodologies.

Highest-signal resume keywords

Incident ManagementITSM Tool ProficiencyMicrosoft Excel ProficiencyITIL CertificationAgile Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows KnowledgeComputer Networks KnowledgeInformation Security KnowledgeData AnalysisIntermediate Excel SkillsSLA ManagementKPI AnalysisOperational Metrics Analysis

Soft Skills

Strong Presentation SkillsAnalytical MindsetUser Guidance

Tools & Technologies

Microsoft OfficePowerPointExcel

Certifications & Qualifications

ITIL CertificationMCITP CertificationMCSE Certification

Industry Keywords

Incident ResolutionService RequestsTicket LoggingAgile MethodologiesSLA Management

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Receive, classify, log, handle, and resolve incidents, tickets, and service requests
Escalate incidents and requests to the appropriate level when necessary
Log tickets in the ITSM tool and route them to the appropriate team
Advise users on current processes, standards, and procedures
Keep requesters informed about the progress of incidents and tickets
Provide requesters with clarification, guidance, and information
Configure and maintain software
Generate reports and presentations with weekly and monthly results

Requirements

What you’ll need

Knowledge of Windows
Basic knowledge of computer networks and information security
Proficiency in Microsoft Office, including Excel and PowerPoint, for data analysis and presentations
Strong presentation skills and an analytical mindset
Familiarity with SLA management, deadlines, priorities, and impact matrices
Basic knowledge of Agile methodologies, such as Scrum, Kanban, or Lean
Intermediate Excel skills for analyzing KPIs, operational metrics, and management reports
ITIL certification is a plus
MCITP or MCSE certification is a plus

Benefits

Comp & perks

An environment conducive to learning and professional growth
Performance reviews and feedback focused on continuous development
Food and/or meal 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 rates
Financial education program
Corporate University and learning pathways
Referral program with opportunities for prizes and bonuses
Group life insurance