Operations Support Lead
On-siteCampinas, São Paulo, Brazil
Job Summary
Structure support team schedules, manage rosters, and coordinate on-call rotations to ensure service continuity across business and after-hours shifts. Lead incident calls and operational bridges, standardize escalation processes, and oversee shift handovers to maintain clear context and risks. Monitor SLA attainment, MTTA/MTTR, and ticket aging while coaching the team on quality standards and best practices. Define playbooks, SOPs, and troubleshooting guides, and mentor staff on AI-powered tools for streamlined incident resolution and proactive issue identification. Serve as the primary liaison between Customer, Product, Engineering, and Operations teams to align strategies, present KPIs to leadership, and drive continuous improvement initiatives. Work the second shift, Monday through Friday, from 4:00 PM to 1:30 AM.
Required Qualifications
- Fluent English
- Advanced Spanish (written and spoken)
- Proven experience in Support Operations, Service Delivery, or IT/Tech Support coordination
- Strong skills in ticket/incident management, change readiness, escalations, and SLA governance
- Demonstrated ability to plan coverage, manage shift schedules, and coordinate onboarding/access provisioning
- Data-driven decision-making
- Ability to define goals, KPIs, and improvement strategies
- Excellent communication, stakeholder management, and cross-team alignment abilities
- Must be available for second shift, working Monday through Friday, from 4:00 PM to 1:30 AM
Desired Qualifications
- Experience with ITSM/ticketing platforms (e.g., ServiceNow, Jira Service Management, Zendesk)
- Familiarity with documentation tooling (Confluence/SharePoint) and reporting (Excel/Sheets, BI)
- Knowledge of incident/problem/change management practices and operational playbooks
- Experience coordinating multi-zone operations and presenting to senior leadership
- Exposure to product-operational handoffs and customer-facing support environments
- Familiarity with ITIL concepts
- Experience working with global teams
- Previous experience in shift-based or 24x7 environments
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