IT Support Specialist (English)

About the team/role

The Fintech Technical Support Team supports fintech technology operation in Brazil. The Technical Support Engineer is responsible for monitoring system performance, collaborating closely with peer teams and external vendors to resolve issues.

In this role, you'll be...

• Monitoring technical system performance daily, owning and maintaining core Fintech technical system metrics, dashboards, monitors and alarms.
• On duty to watch for abnormal metric changes, stay alert to alarms, stand by for production issues and provide technical support.
• Facilitating issue resolution: dive deep to understand issues, assess business impact quickly, take immediate actions to resolve them following SOPs or escalating to engineering support; maintain up-to-date POC contacts for all relevant teams and vendors.
• Raising the bar for system performance: identify defects in metrics coverage and accuracy, raise to correspondin...