Analista de Operações Cloud Júnior

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an Analista de Operações Cloud Júnior based in Brazil.** Join a cloud operations team responsible for supporting, monitoring, and maintaining customer environments across leading public cloud platforms, including AWS, Azure, OCI, and GCP. In this role, you will help ensure service availability, operational continuity, and a high-quality customer experience through proactive incident management and technical support. You will take ownership of support tickets and monitoring alerts, investigate issues, and coordinate resolutions according to established procedures. Working closely with internal teams and customers, you will ensure clear communication, accurate documentation, and smooth handovers. You will also contribute to continuous improvement by identifying opportunities for automation, better documentation, and the use of artificial intelligence. This is an excellent opportunity for an early-career cloud professional to strengthen their technical skills in a collaborative, customer-focused environment. ### Accountabilities - Monitor and support customer cloud environments across AWS, Microsoft Azure, Oracle Cloud Infrastructure (OCI), and Google Cloud Platform (GCP), helping maintain service stability and continuity. - Take immediate ownership of incoming support tickets and monitoring alerts, perform initial troubleshooting, assess potential impact, and resolve issues within your technical capabilities. - Manage incidents throughout their lifecycle, from initial contact to resolution or qualified escalation, ensuring proactive follow-up and consistent customer communication. - Keep customers informed of ticket progress through clear updates, documented actions, and confirmation of resolution supported by appropriate evidence. - Follow knowledge base articles, operational playbooks, internal documentation, and cloud provider guidelines to troubleshoot issues and deliver consistent support. - Identify recurring incidents and request updates to procedures, documentation, and training materials to improve efficiency and prevent repeat issues. - Investigate monitoring alerts, correlate events, validate service impact, and execute predefined response procedures. - Perform initial technical validations and health checks for infrastructure or database environments, according to established procedures and areas of expertise. - Create and execute planned change requests (GMUDs) arising from other departments, such as Security, FinOps, and Customer Success, ensuring alignment with approved activities and technical procedures. - Escalate incidents and transfer responsibilities with complete context, troubleshooting results, supporting evidence, and documented acceptance by the receiving team. - Maintain accurate and traceable records in the IT service management (ITSM) platform, including ticket histories, actions taken, evidence, and information required for shift handovers. - Ensure effective shift transitions by reviewing pending activities, clarifying inconsistencies, and confirming that agreed updates and follow-ups are completed before transferring tickets. - Identify and recommend improvements to operational processes, documentation, automation, and AI-enabled workflows to reduce repetitive tasks, eliminate bottlenecks, and enhance service quality. ## Requirements - Currently pursuing or holding a completed higher education degree in a relevant field. - Basic knowledge of the ITIL framework, particularly incident management, customer communication, and escalation procedures. - Previous experience in customer service, technical support, or a similar service-oriented environment. - Basic Spanish proficiency in reading, writing, and conversation. - Basic English proficiency in reading, writing, and conversation is desirable. - Foundational knowledge of Linux and Windows operating systems. - Familiarity with public cloud concepts and services, including load balancers, content delivery networks (CDNs), auto scaling, Kubernetes (K8s), and cloud instances across AWS, Azure, OCI, and GCP. - Familiarity with observability, monitoring, and security tools such as Dynatrace, Workload Security, Commvault, and Zabbix. - Basic operational knowledge of ITSM platforms, preferably Freshservice. - A foundational cloud certification in at least one major public cloud platform is desirable, preferably AWS, with certifications such as AWS Certified Cloud Practitioner or equivalent fundamentals-level credentials from Azure, OCI, or GCP. - Strong verbal and written communication skills, with the ability to explain technical issues clearly and maintain professional customer interactions. - A proactive, accountable, and collaborative approach, with a willingness to take ownership of tasks and work effectively with cross-functional teams. - Flexibility and adaptability when dealing with changing priorities, time-sensitive incidents, and operational pressure. - Good time management, organization, and self-management skills, with the ability to prioritize tasks and maintain accurate records. - Availability to work remotely in Brazil on the overnight schedule from Friday through Tuesday, 11 PM to 8 AM. ## Benefits - Comprehensive health insurance, including coverage for eligible dependents. - Meal and food allowances through Flash Benefits. - Telemedicine services. - Dental insurance. - Gym and wellness membership through TotalPass. - Pharmacy benefits. - Life insurance. - Private pension plan. - Childcare assistance. - Inclusion assistance. - Home office allowance. - Professional certification program. - Language learning program. - Educational partnerships and discounts. - Birthday day off. - Extended maternity and paternity leave. - Remote work flexibility. - Full-time employment opportunity with exposure to major cloud technologies and ongoing professional development.