Support Technician (PL) IT Ops Brasil

 

WHY YOU SHOULD CONSIDER THIS OPPORTUNITY 

 

PagoNxt is a new company wholly owned by Santander that incorporates our most disruptive payments & trade businesses into a single, autonomous company, creating one of the largest private fintech companies in the world. This new company will deliver payment & trade solutions for merchants and consumers with compelling technology to become a leading global payments provider in the medium term.  

 

In order to achieve this goal, PagoNxt is organized in three different business:  

• Merchant Solutions, for merchants and acquirers. 

• Trade Solutions, for corporates and SMEs. 
• Consumer Solutions, digital products, and services for individuals. 

 

This role will be part of our PagoNxt Trade Solutions team and will be responsible for delivering fast, efficient trade finance, supplying chain and FX payments solutions for international SMEs that were once only accessible to larger corporations. 

 

Santander is proud of being an organization where there are equal opportunities regardless of gender identity, culture, and disability. Our mission is to contribute to help more people and business prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management. 

 

WHAT YOU WILL BE DOING

As a Level 1 Support Technician, you will work in a team, monitoring the payments hub, at Infrastructure, application and system level, triaging and escalating incidents raised to the L1 Team.

 

We need someone like you to help us in different fronts:

• To be the first point of contact for customers reporting incidents.
• To be able to do a first impact analysis of an incoming alert or a raised issue and do a triage based on said analysis.
• To document, track, and monitor requests to ensure a timely resolution of all inquiries.
• To actively monitor the PagoNXT Payments Hub environment, using the tools provided.
• To support deployment activity in order to ensure deployments are carried out with no harm done to the production environment. (we are the first line of defense of the production environment)
• To carry out periodic systems checks, noting results in the required way.
• To suggest improvements to processes, routines, and runbooks to improve efficiency.
• To be prepared to work rotating shifts in a 24/7 Production environment.

 

EXPERIENCE

• Experience with monitoring and ticketing tools 
• Experience of working in IT Operations / SRE
• Experience working as a L1 (or higher) Support Technician
• High level of English and Spanish as he/she must be able to communicate in both languages.

 

DESIRED SKILLS

• Analytical mindset, being able to investigate a reported issue with or without a step-by-step guide.
• Ability to work at a high pace and be able to change tasks based on priorities.
• Proactive in acquiring the knowledge necessary to perform their tasks, real willingness to learn.

• Proactive personality, but also knowing how to act in a critical situation without panicking (reactive when needed).
• Customer service skills
• Ability to work as part of a team and collaborate effectively.
• Excellent communication and interpersonal skills
• Exceptional organization and time management abilities.
• Strong problem-solving skills.

 

DESIRED EDUCATION OR KNOWLEDGE

 

• Administration of Networked Computer Systems (ASIR)
• Multiplatform Application Development (DAM)
• If possible, minimum knowledge of payments industry
• Tools: AWS, Dynatrace, Elastic Kibana
• Ticketing tools: Service Now, Jira, etc.
• ITIL certification or ITSM best practices knowledge

 

NOSSOS BENEFÍCIOS:

🩺Assistência Médica;

🦷Assistência Odontológica;

🏋️🧘🏻‍♀️Gympass;

🎂Day off pelo dia do aniversário;

🔐Seguro de Vida;

🍕VR/VA;

🤑PPR;

👶👧Auxílio creche

🤰Extensão dos períodos de licença maternidade e paternidade

🧠SelfCare - Programa de Saúde Mental e Bem-estar;

📚Incentivo Idiomas (Inglês ou Espanhol);

 Acesso a uma plataforma de learning conectada a todos os conteúdos do LinkedIn Learning e o'Reilly

📈Possibilidade de contratação de empréstimos pessoais com juros menores que os de mercado