Supervisor Operações

Accountabilities:: Supervise daily ITSM operations and lead the analysts responsible for service desk and application support activities. Continuously monitor incident and service request queues, ensuring proper ticket assignment and routing to the appropriate resolution teams. Track critical requests and incidents at risk of breaching SLAs, ensuring timely escalation and appropriate follow-up. Monitor key operational indicators, including SLA compliance, backlog, ticket severity, and ticket aging. Balance workloads across support professionals to maintain operational efficiency and ensure adequate resource allocation. Coordinate technical and operational escalations, ensuring effective collaboration between the service desk, resolution teams, and management. Follow critical incidents through to stabilization or appropriate handover to specialized technical teams. Ensure daily updates and accurate reporting of operational performance indicators. Identify operational deviations, bottlenecks, and recurring issues, developing and implementing corrective action plans. Ensure compliance with established IT service management processes, procedures, and operational standards. Drive continuous improvement initiatives focused on service quality, efficiency, and reducing rework. Maintain an organized and up-to-date knowledge base to support consistent service delivery. Support the identification, investigation, and treatment of recurring incidents. Promote knowledge transfer, collaboration, and professional development among support team members. Ensure clear, timely, and effective communication between service desk analysts, technical resolution teams, stakeholders, and management. Requirements: Bachelor's degree or higher education qualification. Professional experience in ITSM operations and application support or maintenance environments. Practical experience managing incidents and service requests throughout their lifecycle. Strong knowledge of SLA management, monitoring, and performance tracking. Experience managing service queues, ticket backlogs, and operational workloads. Experience handling critical incidents and prioritizing requests according to business impact and severity. Knowledge of functional and technical escalation processes. Experience monitoring and reporting operational performance indicators and service metrics. Previous experience leading or supervising IT support and application maintenance teams. Ability to develop action plans, identify operational deviations, and implement corrective measures. Good understanding of IT service management processes, methodologies, and best practices. Hands-on experience using ITSM platforms and service management tools. Strong leadership, communication, organizational, and problem-solving skills. Ability to manage competing priorities, make decisions under pressure, and maintain service quality in dynamic operational environments. Nice to Have: Knowledge of ITIL 4 frameworks and IT service management best practices. Experience with ServiceNow or equivalent ITSM platforms. Previous experience working in large-scale IT support and application maintenance operations. Knowledge of Power BI and advanced Excel for operational reporting and performance analysis. Experience coordinating and managing major or critical incidents. Previous experience working as a Business Analyst or Requirements Analyst. Scrum certifications or familiarity with Agile methodologies. Benefits: Career opportunities: Registration in a talent pool for consideration in current or future professional opportunities. Professional development: Opportunities to develop leadership and IT service management expertise. Technology exposure: Experience working with ITSM operations, application support, and large-scale service delivery environments. Collaborative environment: Opportunity to work alongside multidisciplinary technical teams and operational professionals. Continuous improvement: Exposure to operational transformation, process optimization, and service quality initiatives. Inclusive workplace: Opportunities are open to professionals with disabilities (PCD), with a commitment to gender, racial, and ethnic equality. Equal opportunities: An inclusive environment that values diversity regardless of gender, religion, race, sexual orientation, social background, or disability.