TechOps Analyst

We are looking for a TechOps Analyst to join our team, providing second-line support for incidents and service requests.

This role is ideal for professionals with experience in Identity and Access Management (IAM) and End-User Computing (EUC) technologies. You will be responsible for troubleshooting, managing service requests, and ensuring compliance with SLAs.

Requirements:

• Experience with tools such as Okta and SailPoint.
• Manage Azure AD / Active Directory accounts, including user account creation, application provisioning, and account management.
• Proficient in Workspace One, Jamf, and SOTI for device management and deployment.
• Experience in creating and managing installation packages, patch management, EDR (Endpoint Detection and Response), and inventory control.
• Hands-on experience with Azure/O365 for managing infrastructure, user roles, and security policies.
• Implement and manage security policies, including BitLocker and Endpoint Privilege Management (EPM).
• Ensure all systems comply with security standards and best practices.
• Fluency in Portuguese, English and Spanish.
• Strong troubleshooting skills focusing on problem resolution and root cause analysis.
• Experience working with ITSM tools like ServiceNow to manage hardware inventory, ticketing, and SLA compliance.

Nice to have:

• SLA-oriented mindset, ensuring incidents and requests are resolved within defined timelines.
• Proactive and solutions-oriented with excellent communication skills.
• Ability to work shifts (7:00-22:00) as part of a rotating schedule.

Responsibilities:

• Provide second-line support for incidents and requests, ensuring timely resolution according to SLAs.
• Respond to and resolve incidents and service requests during shifts (7:00-22:00).
• Work within a ticketing system (ServiceNow, JIRA) to track, manage, and report incidents and service requests.
• Collaborate with teams to troubleshoot and resolve issues related to identity management, end-user computing, and security.