IT Manager - Operations

Information Technology Work Location: São Paulo - SP

You will work in the area that promotes the management of the company's systems, seeking to deliver increasingly innovative Information Technology (IT) solutions, with competitive and efficient differentials, that ensure flexibility, agility (time-to-market), and quality for our business. Furthermore, you will drive digital transformation and continuous improvement of critical processes, so they become increasingly efficient and sustainable.

Responsibilities and duties

• Manage operational indicators, such as incoming incident volume, problems, SLA, availability, MTTR.
• Manage critical incidents, recurring problems, and changes.
• Lead AI initiatives for efficiency gains.
• Ensure observability of customer journeys, expanding coverage and proactive detection capacity in critical business journeys.
• Crisis management, promoting agile response, impact reduction, and effective executive communication.
• Manage vendors and partners, ensuring quality, productivity, and compliance with established agreements.
• Drive initiatives focused on the continuous evolution of the customer journey.
• Continuously develop the team, strengthening competencies and preparing the team for challenges.

Requirements and qualifications

Behavioral Skills

• Ability to manage multiple priorities in dynamic and highly complex environments.
• Strategic, analytical, and systemic vision for decision-making.
• Excellent communication and relationship skills with different hierarchical levels, including executives.
• Result orientation, business value generation, and focus on customer experience.
• Proactivity and sense of urgency.

Experience and Academic Background

• Desirable degree in Information Systems, Computer Science, and related areas.
• Experience with support/operation of large-scale, high-availability systems.
• Previous experience as an Information Technology Manager.
• Intermediate/Advanced English.
• Desirable experience with AI applied to operations: automations, predictive analysis.

Tools and Technologies

• Monitoring and incident management systems (e.g., ELK, DataDog, Service Now).
• Knowledge of AI, Agent Architecture, and Prompt Engineering.
• Cloud knowledge (AWS and/or Azure).
• Knowledge of APIs, Integrations, Microservices.
• Knowledge of DevOps practices, observability, and SRE.
• Desirable Certifications: ITIL Foundation, Scrum Master (agile methodologies), and AI Fundamentals.

Additional information See what we will offer you: At Vivo, we spare no effort in supporting and valuing our employees. These are not just excellent benefits, but also flexible ones.

• Choose the ideal benefit for you and your dependents on a digital platform with various categories such as Gym, VR, VA, Pharmacy Assistance, Medical, Dental, and Life Insurance;
• Corporate cell phone. Yes, a brand new smartphone for you!
• Unlimited Voice and Data plan! Yes, unlimited! With the best mobile network, even faster with Vivo's 5G!
• An exclusive Vivo offer, with a special discount on landlines, broadband, TV, and apps;
• You will be entitled to receive an annual Bonus or PPR;
• You will plan your future through a Private Pension plan;
• Have children? You will be entitled to a subsidy to help with school, daycare, or babysitter expenses;
• Live in an environment that will respect your personality, your style of dress, your way of being, and where you can be authentic. #VemdeVocê
• Work remotely up to 2 times per week. #Mobility
• Have schedule flexibility;
• Enjoy a day off to celebrate your birthday;
• Participate in one of the largest corporate volunteering programs to transform the world;
• Benefit from our Educational Development Program which offers partnerships with educational institutions with discounts, certifications, and online courses.
• Boost your career through our Internal Recruitment Program, in Brazil or abroad, after all, we are present in more than 17 countries! #VivoMinhaCarreira
• Count on a series of initiatives to improve your physical, emotional, and social health! Here, we have #VivoBemEstar, which encourages our team to have healthy habits and more quality of life! Consultations with nutritionists, psychologists, social services, telemedicine, and much more are made available to our employees!
• All our vacancies are eligible for people with disabilities and/or rehabilitated individuals. We have a culture that values diversity, differences, and people's potential! #VivoDiversidade #VemPraVivo

Important: The only way to participate in Vivo's selection processes is through the company's pages on the Gupy platform https://vivo.gupy.io and there is no charge for participation or hiring.