Required skills
Job description
Contract role in São Paulo (hybrid 3 days onsite) to lead day-to-day operations governance for an IoT platform/services environment. The person will coordinate priorities and activations, run critical incidents (crisis rooms), drive RCA and corrective/preventive action plans, manage suppliers and support contracts, and monitor SLAs/KPIs/backlog/availability
Project overview
Contract role in São Paulo (hybrid 3 days onsite) to lead day-to-day operations governance for an IoT platform/services environment. The person will coordinate priorities and activations, run critical incidents (crisis rooms), drive RCA and corrective/preventive action plans, manage suppliers and support contracts, and monitor SLAs/KPIs/backlog/availability and incident recurrence. Requires strong operational leadership, executive communication, and working knowledge of observability/monitoring tools (e.g., Dynatrace, Splunk, Elastic, Grafana).
English proficiency is required for direct interaction with external partners.
Responsibilities
- Be one of the leaders to support the IT operation table, coordinating priorities, activations and operational dealings;
- Conduct critical incidents, crisis rooms, RCAs, action plans and communication with technical areas, business and suppliers;
- Monitor SLAs, KPIs, backlog, incident recurrence, availability, and quality of services;
- Perform operational management of suppliers, support contracts, follow-up meetings and improvement plans;
- Act in the processes of incidents, problems, changes, availability and operational continuity;
- Propose improvements, automations, dashboards, and reports that increase the efficiency, predictability, and visibility of the operation;
- Support product evolution forums, evaluating operational impacts of new features and changes.
Requirements
- IT operations leadership (prioritization, coordination, team guidance)
- Critical incident management (crisis room/war room)
- Root Cause Analysis (RCA) and corrective/preventive action plans (CAPA)
- SLA and KPI management (availability, backlog, incident recurrence)
- Supplier/vendor operational management (contracts, follow-ups, improvement plans)
- Operational processes: incident, problem, change, availability, continuity
- Observability/monitoring fundamentals
- Monitoring/observability tools exposure: Dynatrace and/or Splunk and/or Elastic and/or Grafana (or similar)
- Executive/technical communication with business and suppliers
- English language proficiency (meetings/conferences with external partners)
Project details
- Start: flexible
- Remote: hybrid
- Location: Brazil, BR
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