SONDA

Technical Support Analyst – Incident Management

SONDA

full-time

Posted on:

Location Type: Hybrid

Location: Parque Anhanguera • Brazil

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About the role

  • Lead critical incident management: Act as the primary lead for high-severity incidents (SEV 0, 1 and 3), ensuring a rapid and effective response.
  • Manage the "war room": Organize and lead the incident war room, ensuring the participation of the right teams and focus on issue resolution.
  • Coordinate teams: Mobilize the appropriate technical and support teams and ensure everyone is aligned and working together to resolve the incident.
  • Ensure communication: Ask pertinent questions to gather essential information for problem resolution and to complete internal controls and notifications.
  • Run the incident room: Act as the "conductor" of the room, maintaining organization and proactively intervening to propose escalations or involve other teams if discussions are not progressing.
  • Execute escalations: Perform hierarchical and functional escalations strategically, at the right time, when necessary.
  • Keep the room active: Ensure the war room remains open until the solution is implemented and validated.
  • Prepare communications: Create and update opening, progress, and closure notifications to keep stakeholders informed.
  • Validate the solution: Ensure the closure communication is validated in a recording session/room, confirming that all information is correct and documented.

Requirements

  • High school diploma or equivalent
  • Strong verbal and written communication skills
  • Analytical ability and attention to detail
Benefits
  • Flexible work arrangements to promote a healthy work-life balance.
  • Professional development and ongoing skills growth aligned with your interests.
  • A collaborative, diverse, and innovative environment that encourages teamwork.
  • SONDA Academy: a learning platform designed to maximize your professional development.
  • Hybrid work.
  • SONDA Wellness: a program designed to support your personal and professional balance, offering initiatives focused on your physical, mental, and social well-being.
  • Diversity
  • Inclusion
  • Innovation and collaboration
  • Inclusive environments, ensuring employees can work in a positive atmosphere.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft skills
strong verbal communicationstrong written communicationanalytical abilityattention to detailteam coordinationproblem resolutionescalation managementstakeholder communicationorganizational skillsleadership
Certifications
high school diploma or equivalent