SONDA

Technical Support Analyst – Incident Management, Bilingual Spanish

SONDA

full-time

Posted on:

Location Type: Office

Location: Parque Anhanguera • Brazil

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About the role

  • Lead management of critical incidents: Serve 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 crisis room, ensuring participation from the correct teams and focusing on problem resolution.
  • Coordinate teams: Activate the appropriate technical and support teams and ensure everyone is aligned and collaborating to resolve the incident.
  • Ensure communication: Ask pertinent questions to collect essential information for resolving the issue and to complete internal controls and communications.
  • Run the crisis room: Act as the war room orchestrator, maintaining organization and proactively proposing escalations or engaging other teams if discussions are not progressing.
  • Perform escalations: Execute hierarchical and functional escalations strategically and at the appropriate time, when necessary.
  • Keep the war room active: Ensure the war room remains open until the solution is implemented and validated.
  • Draft communications: Create and update opening, progress, and closure communications to keep stakeholders informed.
  • Validate the solution: Ensure the closure communication is validated in a recording session, confirming that all information is correct and recorded.

Requirements

  • High school diploma
  • Good verbal and written communication skills
  • Analytical ability and attention to detail
  • Fluency in Spanish
Benefits
  • Flexible work arrangements to promote work-life balance.
  • Professional development and continuous growth of your skills, 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 that supports work-life balance by promoting a range of initiatives focused on your physical, mental and social health.

Applicant Tracking System Keywords

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

Soft skills
communication skillsanalytical abilityattention to detailleadershipcollaboration
Certifications
high school diploma