SONDA is seeking a Ticket Manager to oversee the ticket lifecycle, ensuring efficient handling of incidents and tasks. You will act as a key escalation point for complex issues and maintain clear communication channels with stakeholders.

What You'll Do

Monitor and perform the opening, assignment, and closing of tickets according to priority and criticality levels.
Ensure critical incidents are handled quickly, triggering crisis processes when necessary.
Review and adjust SLAs and service level agreements to maintain operational efficiency.
Distribute demands among team levels, aligning technical skills and availability.
Maintain clear verbal and written communication with internal staff, leadership, and clients regarding status, impacts, and incident resolution.
Produce periodic performance reports and indicators.
Act as an escalation point for incidents of greater complexity or impact.

What We're Looking For

Education in progress or completed in the IT field.
Experience in customer service or user support, with a focus on clear communication and proper information recording.
Participation in activities involving demand organization, task tracking, or support for operational teams.

Benefits & Compensation

SONDA Academy: a learning platform that seeks to maximize your professional development.
Hybrid work model, with both on-site and telework schedules.
SONDA Wellness program focused on balancing personal and professional life, promoting initiatives for physical, mental, and social health.