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.
Work Mode
This position is based onsite in Belo Horizonte - MG.
SONDA is committed to diversity and inclusion, promoting an inclusive environment and equal opportunities.
