Analista de Sustentação de Sistemas | Observabilidade (Noturno)

Accountabilities: Manage and monitor support tickets and incidents through ServiceNow, diagnosing issues and mitigating incidents within established SLAs. Monitor application health, performance metrics, and distributed traces for Web and Mobile environments using Datadog and/or Dynatrace. Perform advanced troubleshooting and root-cause investigations using centralized logs through Elasticsearch and Kibana. Analyze application behavior, identify anomalies, and support the resolution of production incidents. Monitor and validate canary deployments, analyzing error rates, performance metrics, and abnormal behavior following releases. Support production stability by proactively identifying potential issues and escalating critical incidents appropriately. Prepare technical documentation and detailed Root Cause Analysis (RCA) reports in ServiceNow. Maintain clear records of incidents, investigations, mitigations, and resolutions to support continuous improvement. Collaborate with technical teams to identify recurring issues and contribute to more resilient and observable systems. Requirements Previous experience managing support tickets and incidents using ServiceNow. Strong practical knowledge of observability and Application Performance Monitoring (APM) tools such as Datadog and/or Dynatrace. Hands-on experience analyzing logs and troubleshooting production issues with Elasticsearch and Kibana. Experience monitoring canary deployments and validating errors and system behavior in production Web and Mobile environments. Ability to investigate technical incidents systematically and identify potential root causes. Strong analytical and problem-solving skills, with attention to detail and a proactive approach to incident resolution. Good communication skills and the ability to document technical findings clearly. Ability to work effectively in production support environments governed by SLAs and operational procedures. Availability to work the 22:00–07:00 night shift. Ability to work independently while collaborating effectively with engineering, support, and technical teams. Benefits Remote work model with flexibility in working hours. Medical and dental insurance. Life insurance. Transportation allowance. Meal and food allowance. Wellhub fitness and wellness benefit. Childcare assistance. Assistance for employees with children with disabilities. Performance-based bonus. Birthday day off. Alelo Multibenefícios. Allya partnerships and discounts. Pet health insurance. Extended parental leave through the Empresa Cidadã program. Flexible dress code. Bike and scooter parking when working from the office. Opportunities for cross-functional and cross-brand career development. Collaborative, inclusive, and horizontal organizational environment. Programs focused on employee experience, culture, development, and continuous learning. Opportunities to work with modern technology, data, AI, and large-scale digital products.