Jr Production System Analyst

Sao Paulo, Brazil

Position Summary (Roles & Responsibilities):

 

VIVO Production support second shift (L2), situation manager, responsible for 1st analysis and update of ticket in Remedy Tool, Raise new tickets in Remedy tool when needed, address Remedy tickets to Tie1 Latam when support Level 2, Level 3 or Level 4 is required. To assist the client in case of doubts related to the application and monitoring health of environment.

 

  • Corporate Client attendance using phone and email (for Production issues direction);
  • Interface between Production support (tier 2) with Development support (tier 3) for Production issues;
  • Knowledge in CRM and Billing Telecom;
  • Knowledge in Control-M job schedule;

 

 

Production Support is responsible for: 

  • Issue management;
  • Assist Vivo in doubts related to the application
  • Manager Batch jobs in control-m tool;
  • Monitoring environment and identify application error
  • Reports generation, including metrics and KPI
  • Managing control-M jobs (configuration new job and daily monitoring);

 

Experience & Requirements:

Skills

  • System Analyst, Computer Science or Business Administration graduated or engaged one of these degrees;
  • Fluent in English (verbal, read and write);
  • Native Portuguese (verbal, read and write);
  • Advance communication and writing skills;
  • Ability to handle customers relations situations;
  • Ability in interpersonal communication/relationship;
  • Telecommunication industry knowledge;
  • Desirable experience in call centers for telephony carriers;
  • Strong knowledge in Excel, Word and Power Point;
  • Knowledge in PL-SQL language, Linux environment;
  • Available to work in different shifts.

Must Have:

  • English (fluent in writing, reading and speaking), Native Portuguese;
  • Outstanding communication skills;
  • Computer knowledge, proficient MS-Office user (MS Excel, Word, Power Point and Word);
  • Good knowledge in Linux, Pearl, Shell Scripts, PL-SQL;
  • Good knowledge in Control M schedule tool;
  • Information Technology or Telecommunications background;
  • Telecommunications knowledge;
  • Availability to work in shifts.

 

Nice to Have:

  • Knowledge of SOX and ITIL polices.
  • Previous experience/knowledge in Production Support;
  • Some knowledge in Control M;
  • Knowledge in Remedy tool;
  • Knowledge in WebLogic;
  • Knowledge in OpenShift;

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