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Support Manager at ciandt. Location Information: Brazil. We are . tech transformation . specialists, uniting human expertise with AI to create scalable tech solutions.. With over . 7.400. CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.. Responsibilities. - Act as the point of contact for critical incidents under his/her responsibility. - Drive the triaging, coordination, troubleshooting and resolution of critical incidents ensuring the team is focused on the incident resolution from start to finish. - Actively manage a troubleshooting meeting with application owners, business stakeholders, engineering team and vendors.. - Send out timely stakeholder communications and register the incident resolution details. . - Ability to negotiate with different profiles such as customers, internal teams, business partners and vendors. . - Capable of escalating issues until senior leadership.. - Ensure that major incidents are resolved within client SLAs. - Serve as a point of contact for sensitive issues and manage escalations from execution to root cause resolution including post-incident review. - Availability to on-call 24/7 - schedule. . Minimum Qualifications. - . English - Advanced or Fluent. - Solid general understanding of IT environments (e.g. infrastructure components and business applications) and experience with the support and operation or engineering of IT services.. - Strong communication Skills (Verbal, Written, Interpersonal, Proactive listening). - Strong sense of ownership and self-driven.. - Ability to anticipate and evaluate risks and address the fastest mitigation approach.. - Ability to handle multitasking.. Certifications:. - “ITIL Foundation” certification. (Other certifications like “lifecycle” or “Capability” are welcome) - Desirable. Our benefits:. -Health and dental insurance. -Meal and food allowance. -Childcare assistance. -Extended paternity leave. -Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass;. -. Profit Sharing and Results Participation (PLR);. -Life insurance. -. Continuous learning platform (CI&T University);. -Discount club. -Free online platform dedicated to physical, mental, and overall well-being. -Pregnancy and responsible parenting course. -Partnerships with online learning platforms. -Language learning platform. And many more!. More details about our benefits here: . https://ciandt.com/br/pt-br/carreiras. At CI&T, inclusion starts at the first contact. If you are a person with a disability, it is important. to present your assessment during the selection process. . This way, we can ensure the support and accommodations that you deserve. . If you do not yet have the assessment, don't worry: we can support you in obtaining it.. We have a dedicated Health and Well-being team, inclusion specialists, and affinity groups who will be with you at every stage. Count on us to make this journey side by side.