Senior IT Governance Analyst – Strategy and Governance

Role Overview

• Lead and evolve Availability Management and Problem Management processes, ensuring adherence to best practices and IT governance policies.
• Conduct root cause analyses (RCA) of critical and recurring incidents, ensuring the definition and execution of corrective and preventive action plans.
• Structure and monitor continuous improvement initiatives focused on the stability and resilience of IT services.
• Manage and monitor SLAs, OLAs and operational contracts, ensuring compliance with agreed service levels across internal areas and vendors.
• Define, monitor and evolve performance indicators (KPIs) related to availability, reliability, performance and service quality.
• Engage in IT vendor management, monitoring deliveries, service levels, risks and improvement plans.
• Prepare and present executive reports and management dashboards on availability, problems, trends and operational performance.
• Support technical and operational teams in defining resilience, continuity and reliability practices for services.
• Promote the maturity of governance processes by encouraging standardization, automation and improvement of the user experience.

Requirements

• Bachelor's degree in Information Technology, Engineering, Information Systems or related fields.
• Solid experience in IT Governance with activities in: Availability Management, Problem Management, SLA and metrics management, and IT vendor management.
• Knowledge and application of frameworks and best practices: ITIL v4, COBIT, ISO 20000, ISO 27001.
• Experience with monitoring and observability (Dynatrace, Zabbix, Grafana, Splunk, Prometheus or similar).
• Experience in managing IT service contracts and vendors, including performance assessment and improvement plans.
• Proficiency with management and ITSM tools: ServiceNow, Jira Service Management, BMC or similar.
• Knowledge of Power BI, advanced Excel and building management dashboards.

Desired:

• Certifications: ITIL 4, COBIT, ISO 20000 Foundation, SRE Foundation, Lean IT.
• Experience in critical environments and hybrid infrastructures (cloud and on-premise).

Tech Stack

• Cloud
• Grafana
• ITSM
• Prometheus
• ServiceNow
• Splunk

Benefits

• Meal support: Meal Voucher/Food Allowance.
• Health support: Health plan and Life Insurance.
• Development support: Dasa University, Development and Career Cycle, Technology Academies/PMAX and Dasa's "Crescer" program.
• Other: Performance bonus (PPR).

💰 Only Dasa has – Health Program based on 5 pillars:

• Physical: TotalPass, primary care clinic, discounts on tests and vaccines;
• Intellectual: Dasa University;
• Relational: UAU benefits club and SESC benefits;
• Emotional: Telepsychology.