Tech Manager I – IT Support, Operational Health

Grupo Boticário

Tech Manager liderando equipes N1/N2 e operações de TI do Grupo Boticário. Garantindo SLAs, gestão de incidentes e melhoria contínua no ecossistema brasileiro de beleza.

Posted 8/21/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading IT operations teams, ensuring compliance with service SLAs and SLOs, and utilizing data-driven management to monitor operational metrics. Proficient in ITSM tools and familiar with Agile practices, with a focus on continuous improvement and automation.

Highest-signal resume keywords

IT Operations ManagementITIL FrameworkData-Driven ManagementITSM ToolsProcess Automation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

System SupportOperational MetricsMonitoring ToolsScripting LanguagesAgile Practices

Soft Skills

LeadershipCommunicationTeam Development

Tools & Technologies

SalesforceServiceNowDatadogDynatraceNew RelicGrafana

Certifications & Qualifications

ITIL v3 FoundationITIL v4 Foundation

Industry Keywords

Service Level AgreementsService Level ObjectivesIncident ManagementRoot Cause AnalysisSelf-Service Automation

Tech Stack

Tools & technologies

GrafanaITSMPythonServiceNowSQL

About the role

Key responsibilities & impact

Lead, develop, and inspire the N1 and N2 support team
Conduct 1:1 meetings, individual development plans, performance reviews, and team scheduling/coverage management
Ensure compliance with service SLAs/SLOs for the handling, triage, routing, and resolution of incidents and requests
Define and continuously improve workflows for efficient handoffs between N1, N2, and N3
Ensure the maintenance and regular updating of the Knowledge Base, playbooks, and technical documentation
Serve as an escalation point and facilitator in the management of critical and major incidents
Promote post-mortems and root cause analysis to prevent recurring production failures
Identify opportunities for automation, self-healing, and self-service to reduce manual operational workloads
Monitor, analyze, and report operational KPIs such as MTTR, MTTD, FCR, ticket volume, and CSAT
Align priorities with Engineering, Product, and Business teams, providing visibility into key operational bottlenecks

Requirements

What you’ll need

Previous experience leading or managing technology or IT operations teams
Strong experience with system support, N1/N2/N3 support processes, and IT service governance (ITIL or related frameworks)
Hands-on experience with data-driven management and monitoring operational and service-level metrics (SLA, SLO, MTTR, MTTD, CSAT)
Proficiency with ITSM and ticketing/request management tools (e.g., Salesforce, ServiceNow, Sprinklr, or similar platforms)
Practical or conceptual knowledge of monitoring and alerting tools (e.g., Datadog, Dynatrace, New Relic, Grafana)
Familiarity with Agile practices (Kanban, Scrum) applied to day-to-day operations
Certifications in governance or support (ITIL v3/v4 Foundation or higher) are a plus
Knowledge of SRE practices or DevOps culture is a plus
Familiarity with process automation or scripting languages (Python, Shell, SQL, etc.) is a plus
Experience working in complex, integrated ecosystems is a plus

Benefits

Comp & perks

Flexible medical and dental plans
Prescription assistance and healthcare allowance for family members
Free psychotherapy sessions and 24/7 telemedicine
Ongoing prevention, mental health, and vaccination programs
Meal voucher (or on-site restaurant) and food allowance (including an additional Christmas allowance)
Discounts of up to 40% on brands across our ecosystem
Gympass/TotalPass membership for gyms and sports studios
Home office allowance for hybrid and remote work arrangements
Birthday day off
Pet health insurance, partner benefits, and travel/accommodation programs
Extended parental leave (180 days for mothers and 120 days for fathers)
Support for parents of children with special needs and childcare allowance
School supplies allowance and child nutrition credit
Dedicated legal, psychological, and social support
Private pension plan and life insurance
Bereavement support following the loss of parents and payroll-deducted loans
Transportation allowance and parking (according to the work arrangement)