Gerente de operaçoes

Accountabilities: Coordinate operational services, demands, projects, and ticket workflows, ensuring service quality and smooth execution across all workstreams. Lead and supervise operational teams by assigning responsibilities, monitoring performance, addressing issues, and ensuring team members meet required standards. Plan and manage internal work schedules, on-call rotations, 24x7 coverage, and support shifts to guarantee service availability. Act as the primary technical and operational point of contact between service teams and business stakeholders. Manage knowledge-sharing initiatives by organizing training sessions, supporting onboarding processes, encouraging technical collaboration, and monitoring team development plans. Monitor compliance with Service Level Agreements (SLAs), manage service requests lifecycle, and follow up on critical incidents with external providers. Ensure teams follow operational standards, policies, and security guidelines while maintaining proper access management procedures. Promote continuous improvement by identifying opportunities to optimize processes, increase efficiency, and improve service delivery. Requirements: Bachelor’s degree in Information Technology, Computer Science, or a related field, combined with a postgraduate degree or MBA in the relevant area. Experience managing technology operations, service delivery, or IT support environments. Strong leadership skills with experience coordinating teams, delegating activities, and managing performance. Knowledge of operational processes, incident management, service management, and IT governance practices. Ability to communicate effectively with technical teams, business stakeholders, and external partners. Technical English proficiency for reading documentation and interacting with technology resources. Strong organizational skills, problem-solving abilities, and a results-oriented mindset. Experience with ITIL practices is preferred. ITIL Foundation v4 certification or equivalent training is a plus. Benefits: Opportunity to work in a technology-driven and innovative environment. Collaborative culture focused on learning, growth, and continuous improvement. Professional development opportunities through training and knowledge-sharing initiatives. Exposure to large-scale IT operations and complex technology challenges. Inclusive workplace environment with equal opportunities for career development. Opportunity to contribute to impactful digital transformation initiatives. Supportive team environment with opportunities to collaborate with skilled professionals.