JIRAU ENERGIA

IT Support

• IT Operations and Services (ITSM)
• - Coordinate delivery of IT services according to the service catalog, SLAs and agreed satisfaction levels.
• - Lead Incident, Request, Problem, Change and Asset/Configuration (CMDB) processes, ensuring operational discipline and traceability.
• - Monitor and report KPIs (SLA, MTTR, availability, backlog, satisfaction, recurrence, root cause).
• - Conduct operations meetings with action plans and issue tracking.
• - Ensure operational documentation (runbooks, procedures, knowledge base, service standards and escalation).
• IT Infrastructure (Cloud and On-Premises)
• - Coordinate administration and evolution of cloud environments (IaaS/PaaS/SaaS, landing zone, networking, identities, governance) and on-premises environments (datacenter, virtualization, storage, backup, networking).
• - Plan capacity, availability and performance: capacity planning, tuning, lifecycle management and scaling.
• - Ensure observability and monitoring (logs, metrics, alerts, events), with proactive response to failures.
• - Ensure execution of critical routines: backup/restore, patching, hardening, firmware/OS updates, certificate and license renewals.
• - Support architecture and deployment of high availability, DR/BCP, redundancy and periodic contingency tests.
• User and Systems Support (Service Desk / Field / L2/L3)
• - Coordinate the Service Desk, field/local support and systems support teams, ensuring effective and standardized service delivery.
• - Define and maintain escalation flows with specialist teams (infrastructure, applications, security, vendors).
• - Implement improvements to reduce volume: automation, self-service, portal, knowledge base, standardization and user training.
• - Lead operational crises: communication, prioritization, war room, root cause analysis (RCA) and prevention planning.
• Security, Compliance and Continuity
• - Ensure adherence to information security policies, access control, identity management, segregation of duties and audits.
• - Coordinate remediation of vulnerabilities and compliance activities: patching, EDR/AV, MFA, logging and access reviews.
• - Support internal and external audits with evidence and traceability.
• - Maintain and evolve continuity plans and incident response procedures.
• Vendor, Contract and Cost Management
• - Manage vendors and contracts (telecom, cloud, support, outsourcing), ensuring deliverables and SLA compliance.
• - Plan and control the operational budget: licenses, cloud spend, maintenance, renewals, support and upgrades.
• - Implement cost-efficiency practices (e.g., FinOps for cloud): tagging, rightsizing, reservations and usage policies.

IT Operations and Infrastructure Coordinator