Senior Infrastructure Analyst – IT Operations

Role Overview

• Work on the support and evolution of infrastructure and IT operations services, ensuring the quality of services provided to end users and the efficiency of operations through vendor management, asset and software licensing control, corporate device administration, and advanced technical support.
• Manage the operations of Service Desk, Field Services, and Telecom vendors, ensuring high-quality service delivery and adherence to established service levels.
• Monitor and ensure compliance with SLAs and satisfaction metrics by analyzing operational metrics and coordinating remediation with partners when necessary.
• Act as level 3 technical support for incidents or problems that require greater technical complexity.
• Administer and maintain the IT asset inventory, ensuring traceability, data accuracy, and proper lifecycle management of equipment.
• Manage corporate software licensing, ensuring contractual compliance and control of usage.
• Administer and manage corporate mobile lines, including activations, cancellations, consumption monitoring, and relationships with carriers.
• Define and maintain corporate images for laptops and desktops, ensuring standardization, security, and optimal workspace performance.
• Manage device governance and management tools, such as endpoint management and security platforms.
• Promote optimization of the IT asset lifecycle by performing reallocations and maximizing equipment utilization.
• Provide technical support for procurement and negotiation processes with technology suppliers, evaluating scopes and alignment with operational needs.

Requirements

• Education: Bachelor's degree (completed)
• Experience in IT operations and end-user support in corporate environments.
• Experience managing Service Desk and Field Service vendors.
• Knowledge of IT asset management (ITAM) and inventory control.
• Experience with corporate software licensing management, such as Microsoft, Adobe, and others.
• Knowledge of device and endpoint management (e.g., Intune, SCCM, or similar tools).
• Knowledge of ITIL/ITSM processes and service metrics management.
• Experience administering Microsoft environments and corporate devices.

Tech Stack

• ITSM

Benefits

• Medical and Dental Coverage: We take care of your health and peace of mind with quality medical and dental plans.
• Pharmacy Partnership: Exclusive discounts on medications to facilitate access to healthcare.
• Life Insurance: Protection and security for you and your family.
• Meal and Transportation Vouchers: Essential benefits for everyday convenience and practicality.
• Wellhub: Access to gyms and a variety of sports activities to promote physical health and well-being.
• Funeral Assistance: Specialized support and care in delicate moments.
• QualiFast Program: Our health and wellness program offers nutritional counseling, psychological support (including psychotherapy sessions via Wellz), social assistance, hospitalization follow-up, primary healthcare (APS), a special program for pregnant women ("First Steps"), and financial education through Saber Finance.
• Corporate University SaberFast: An online platform with training and development courses for continuous career growth.
• Discounts and Partnerships with Educational Institutions: Support for your academic and professional growth with special conditions for courses and degree programs.