Brazil
SONDA
Experian
Solutions Analyst II
Brazil
Blumenau, Santa Catarina, Brazil
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Company Description
Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in various markets, such as financial services, health, automotive, agribusiness, insurance, among others. Experian invests in people and advanced new technologies to unlock the power of data. We have an incredible team of 25.200 employees in 32 countries.
Our uniqueness is valuing yours. Experian's people-centric, inclusive, and purpose-driven culture is recognized by various awards—including World’s Best Workplaces™ 2025 (Fortune’s Top 25 globally) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity and affirmative action employer.
Job Description
Job Description
Additional Information
Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and companies, in Brazil we are over 4 thousand people working in various teams and specialties. Here, every knowledge and diversity complements each other, and you can work in what you love most. We are committed to building an inclusive culture and an environment where people can balance their careers with their personal commitments and interests, prioritizing well-being.
We dedicate ourselves greatly to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is externally recognized through various market certifications: we were awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4,6 rating on Glassdoor. Each recognition indicates that we are on the right path, providing an ever-better work environment for our talents.
Come be #TimeVeloz!
Let's grow together! We want to truly contribute to the growth of those around us. Our Purpose? Improve lives, share dreams and achievements.
Employee Status: Regular
Role Type: Hybrid
Department: Product Management
Schedule: Full Time
Responsible for ensuring the continuity, stability, and quality in the operation of systems and applications, acting in incident resolution, user support, and continuous improvement of the customer experience. This professional acts proactively and collaboratively, promoting the uninterrupted operation of platforms and adding value through the enhancement of processes and technologies.
Responsibilities and Duties
- Ticket handling: Receive, log, and resolve support tickets via Zendesk/SalesForce, providing support to the company's customer service, commercial, development, and operations areas, including N1 support.
- Incident Analysis and Diagnosis: Investigate, analyze, and diagnose the origin of failures and incidents, proposing the most efficient solution to restore normal service operations.
- Incident Monitoring: Monitor the ticket lifecycle, ensuring SLA compliance from opening to closing, with proactive follow-up until the definitive solution. Ensure the creation of PostMortems for critical incidents.
- Solution Monitoring: Monitor solutions during business hours using tools like Datadog.
- Solution Resolution and Deployment: Implement corrective actions (temporary and permanent), ensuring the rapid and safe restoration of applications, as well as identifying automation and improvement opportunities.
- Participation in Continuous Improvement: Collaborate in the implementation of updates, fixes, and feature evolutions, working integrally with development/architecture/product teams.
- Cross-functional Collaboration: Work together with different areas of the company to understand demands, propose improvements, share information, and promote the operational excellence of solutions.
Qualifications
Skills and Competencies
- Analytical and Problem-Solving Skills: Ability to analyze complex scenarios, identify root causes, and propose viable and efficient solutions.
- Clear and Effective Communication: Ease of communicating verbally and in writing, adapting language to the target audience.
- Organization and Time Management: Ability to manage multiple tickets and tasks, prioritizing critical demands and keeping documentation up-to-date.
- Teamwork: Proactivity to collaborate, share knowledge, and contribute to the team's collective development.
- Continuous Learning: Willingness for constant updating in the face of technological innovations and new market practices.
Qualifications
Qualifications
- Observability Tools
- Technical Metrics
- Incident Management
Desirable Requirements
- Technical or higher education in IT, Computer Science, Computer Engineering, or related fields.
- Previous experience in technical support, customer service, and problem resolution.
- Well-developed communication and interpersonal skills.
- Ease of adaptation to new tools and technological environments.
- Continuous pursuit of improvement and professional development.
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