Project Manager – Application Support

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Project Manager collaborating with IT teams to ensure system performance and operational success. Overseeing team management and incident resolution for critical systems.

Posted 6/3/2026full-timeBrasília • 🇧🇷 BrazilSeniorLeadWebsite

ATS Keywords

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Hard Skills

IT project managementsoftware engineering best practicesticket managementincident managementproblem managementchange managementservice managementperformance metricsKPI analysisbacklog management

Soft Skills

leadershipcollaborationcommunicationconflict resolutionorganizational skillsdecision-makingteam managementresults-oriented mindsetengagementmonitoring

Tools & Technologies

JiraServiceNowGLPIIT service management tools

Certifications & Qualifications

Professional Scrum Master (PSM I)Certified Scrum Master (CSM)

Industry Keywords

SLAoperational metricscontinuous improvementapplication supportcritical environmentsproduction environmentsmission-critical systems

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Lead, develop and coordinate application support teams, promoting high performance, engagement, collaboration and a results-oriented mindset.
Plan, organize and monitor the activities of support teams, ensuring appropriate allocation of work, tracking of deliveries and resolution of operational conflicts.
Manage the lifecycle of tickets, incidents, problems, changes and enhancement requests, ensuring compliance with contracted service levels (SLAs).
Ensure operational coverage, availability and continuity of support services, observing the minimum contractual requirements.
Manage critical incidents and operational crises (War Room), coordinating multidisciplinary teams and ensuring effective communication among all stakeholders.
Support technical decision-making by promoting the application of software engineering best practices, IT service management and project management principles.
Collaborate with development, architecture, infrastructure, information security, business managers and clients.
Define and align priorities with requesting areas, ensuring alignment between business needs and operational capacity.
Monitor and analyze performance metrics and KPIs, developing action plans for continuous service improvement.

Requirements

What you’ll need

Bachelor’s degree in Information Technology or a related field.
Minimum of 8 years of experience in organizing and managing technology teams and software development, including support and/or software development.
Experience leading technical teams, monitoring activities, managing conflicts and supporting decision-making.
Experience managing IT service contracts.
Experience in IT project management and coordinating multiple workstreams.
Experience managing application support, incidents, problems, changes and operations in critical environments.
Experience with ticketing and service management tools such as Jira, ServiceNow, GLPI or similar.
Knowledge of SLAs, operational metrics, backlog management and continuous improvement.
Experience managing production environments and mission-critical systems.
Knowledge of software engineering processes, support practices and IT service management.
Professional Scrum Master (PSM I) certification from Scrum.org or Certified Scrum Master (CSM) from Scrum Alliance.

Benefits

Comp & perks

Flexible working hours
Day off on your birthday — plus a surprise!
Support for training and certifications
Access to Alura
Partnership with FIAP
Employee referral bonus
Health insurance
Dental plan
Vittude – mental health platform
Wellhub – for your physical health
New Value – discount coupons
SESC benefits
Meal and/or food allowance