IT Operations & Support Manager

MDS Group

IT Manager managing support and operation of production systems in a hybrid role at MDS Brasil. Ensuring stability, predictability, and low risk to business operations.

Posted 7/16/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Support and Operations Management, with a strong focus on ITIL processes, incident management, and operational efficiency. Proficient in managing critical incidents, vendor relationships, and ensuring service stability through effective change management and performance monitoring.

Highest-signal resume keywords

ITIL KnowledgeIncident ManagementChange ManagementOperational EfficiencyVendor Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT SupportOperations ManagementRoot Cause AnalysisSQL.NETC#Node.jsKPI AnalysisService Level AgreementsIT Governance

Soft Skills

Customer FocusCollaborationDecision-MakingProfessionalismInnovation

Tools & Technologies

ITSM Tools

Certifications & Qualifications

Bachelor's Degree in Information TechnologyPostgraduate Degree/MBA Preferred

Industry Keywords

Operational PrioritiesService ContinuityPerformance IndicatorsContractual GovernanceBusiness Impact

Tech Stack

Tools & technologies

ITSMJavaScript.NETNode.jsSQL

About the role

Key responsibilities & impact

Plan the IT support and operations model by defining processes, roles, SLAs, indicators and operational priorities to ensure predictability, standardization and efficiency in operations.
Manage the operation of IT services in the production environment by continuously monitoring system and application availability, performance and capacity to ensure stability and continuity of business services.
Coordinate incident and service request management using ITSM tools and the integrated work of Level 2 (L2) and Level 3 (L3) support teams to restore services as quickly as possible and meet agreed SLAs.
Lead management of critical incidents and operational crises through war room leadership, rapid decision-making and structured stakeholder communication to minimize business impact and reduce operational risk.
Manage problem management through root cause analysis (RCA), definition and monitoring of structural action plans to reduce recurrence of failures and increase operational maturity.
Control the change management process in the production environment by validating impacts, risks and maintenance windows to preserve service stability and prevent incidents caused by unplanned changes.
Ensure the transition of project solutions to support by validating documentation, supportability criteria, monitoring and support model to ensure new solutions enter production with appropriate operational and support conditions.
Manage IT vendors and service contracts by monitoring performance indicators, conducting periodic meetings and contractual governance to ensure technical quality, SLA compliance and cost optimization.
Monitor operational indicators and service levels by analyzing KPIs, executive reports and continuous improvement plans to support management decisions and increase operational efficiency.
Perform other related professional activities inherent to the role as required by the area, through training, professional qualification and guidance from the immediate leader to ensure continuous professional development.

Requirements

What you’ll need

Bachelor's degree in Information Technology, Project Management or related fields
Postgraduate degree/MBA in the area preferred
Advanced English
Experience in IT Support and Operations (Run) and operations management
Knowledge of ITIL (Incidents, Problems, Changes, SLAs and Continuity) and IT Governance (COBIT)
Conceptual knowledge of .NET / C# and Node.js and SQL to support sustainment and decision-making, impact assessment and liaison with technical teams
Customer focus, professionalism, collaboration, innovation, decision-making skills, and business and strategic vision

Benefits

Comp & perks

Health and Dental insurance
Life insurance
Meal and/or food allowance
Transportation allowance
Profit-sharing (PLR)
Wellhub
Wellz
Day off
Pass support for you and your dependents
Discounts on personal insurance policies such as auto, life, home, travel and others