Posted on: March 5, 2021

Change Management Analyst

Sao Paulo, Brazil
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Are you someone who enjoys working with next generation technology, interacting with best in class global teams, and working with the largest digital transformations in the world?  This opportunity will combine them all while offering a competitive salary and accelerated career growth opportunities.

Join Netcracker Technology to work for a forward-looking software company, offering mission-critical solutions to service providers around the globe. Our comprehensive portfolio of software solutions and professional services enables large-scale digital transformations, unlocking the opportunities of the cloud, analytics, virtualization and 5G mobile networks. With an unbroken service delivery track record of more than 25 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.

Major Duties & Responsibilities:

  • Level 1 Attendance for LATAM Customer Support operations.
  • Corporate Client attendance using phone and email (tier1 mailbox);
  • Incident reception from client Help Desk, ensuring information integrity;
  • Troubleshooting of incident reported, recording it into the issue management tool and addressing it inside internal areas for resolution;
  • Incident translation from Portuguese to English and vice-versa;
  • Incident Management for Critical issues, from the moment it is recorded until its closure;
  • License Management for Geneva, Infinys, RBM and Mediation products based on client’s current version;
  • SLA control and management according to the agreement and hierarch escalation in case of potential risks.
  • Support phone calls, ensuring client support and participation of involved people on problem resolution for critical issues, clarifying questions and performing simultaneous translation when required;
  • Focal point between the client and other support levels, when needed;
  • Reports generation regarding incidents reported;
  • Monthly generation of Metrics/charts for incidents and clients.


Skills and Requirements:

Besides performing translations when requested especially by the BU, basically Tier1 team is responsible for 5 main activities: 

  • Issue management;
  • Telephony;
  • Monitor Batch jobs;
  • Monitor Maintenance window;
  • Reports generation, including metrics.


  • English (fluent in writing, reading and speaking), Native Portuguese and Advanced Spanish;
  • Translation skills: Portuguese x English  and vice-versa;
  • Outstanding communication skills;
  • Computer knowledge, proficient MS-Office user (MS Excel, Word, Power Point and MS-Access);
  • Availability to work in shifts.
  • Experience with Development and Debugging Tools


  • Information Technology or Telecommunications background;
  • Previous experience/knowledge in call center/Help Desk;
  • Some knowledge in SQL language and UNIX;
  • Telecommunications knowledge;
  • ITIL.


Information technology university degree or related field



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