Analista De Monitoreo

Take a step forward and let Edenred surprise you.

Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. 

We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment. 

Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.

Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.

We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.

Responsible for executing, operating, monitoring, escalating, detecting, solving and resolving incidents that arise during operation, in case of any problem related to Edenred's IT environment, through alerts, understanding and business analysis of incidents. through the operations center (NOC) in order to mitigate the impact and be able to provide an immediate and adequate solution for correct operation. of the Americas in Edenred.

This role is part of a global team responsible for supporting and tracking all IT-related events. This includes alerting activities for our predictive monitoring capabilities, as well as working closely with incident and problem management processes to evaluate opportunities and help business applications and infrastructure work smarter.

Additionally, there will be close interaction with all IT Operations teams to ensure KPI expectations are met.

Monitor and report on all Edenred networks, systems, applications and servers in the Americas, APAC in a world-class NOC 24/7, while we work quickly to limit the impact to our customers and carry out a monitoring the status of our SLAs

Customer-facing experience is essential, with experience handling escalations, involving the Incident Manager when necessary, dealing with external vendors, documenting work, creating war rooms, prioritizing support requests, and staying organized to accomplish a incident follow-up. until the end.

Carry out day-to-day activities related to incidents, requests and changes.

Detect and resolve any problems related to servers, networks and operating systems

  98% of Tickets within the SLA - Resolving tickets within the committed SLA contributes to the group's objective.

Monitoring of internal processes of the operation of Edenred products.

Understanding and analysis of the criticality of the alerts sent to the different operational teams.

Ability to respond to alerts generated by tools or activated by companies.

Analysis of incidents caused by misuse or defects in productive applications.

Identification of defects, documentation and escalation thereof.

Determination of business continuity options.

Intense interaction with other IT areas and also Customer Service.

Perform restores, Update application

Execute recovery plans that are documented.

Intervention in the execution of the DRP.

Recover and restore partially or fully interrupted critical functions within a predetermined time after an unwanted interruption in accordance with Business continuity planning.

Participation, Intervention, in programmed changes or communications presented in the CAB or ECAB.

Experience:

2/3 years of experience within the area of monitoring operations (software, applications, hardware).

2/3 years of practical experience in administering Windows and Unix environments (required);

2 years of experience with monitoring systems;

knowledge of shell scripting, PowerShell;

2 years of experience in the ITIL Foundation process;

Language – English B1 CEFR Level – (must have);

Language – Portuguese – (nice to have);

knowledge of monitoring systems;

Conduct a bottleneck assessment to identify performance issues;

Knowledge of continuous integration tools (Azure Pipeline, Jenkins, Gitlab) (not required, will be a plus);

Cloud Knowledge - Azure Fundamentals / AWS Cloud Practitioner.

Work on ticket support.

Use of JIRA or similar platform.

Analysis of the information.

Technical Knowledge:

-Jenkins, Zabbix, Solarwinds, AppDynamics, Site 24x7, PagerDuty, Dynatrace, Grafana, Nagios, Scom

-2. Office 365 gallery, Riversoft, Fepas, WinSCP, PuTTY, Notepad++,as400, remote Desktop, mRemoteNG, Bizagi, StarUML, -SQL server, .Net, WCFStorms, Insomnia, Eclipse, Postman, Backup Exec. -PowerShell, Linux, Window OS, VMware Vsphere, Xenserver or the one already included with Windows server, Hyper-V., Team Viewer, Trezee.

Apply now and Vibe with Us!