[Job-32361] Mid-Level Support Analyst, Brazil

At CI&T, we help large enterprises transform the potential of AI into real business impact with AI Deployment, AI-native execution, and tech-integrated business solutions. With 30 years of experience in technological transformation, we accelerate innovation with expertise in Agentic SDLC, Application modernization, Data & AI, Martech, and Business strategy. We are 8,000 CI&Ters across more than 25 countries, collaborating to build solutions with real impact. AI is already part of how we work, evolve, and innovate every day. We are looking for a professional with solid experience in support, ticket management, ITIL processes, and a technical background to work in a new cross-functional client area, combining day-to-day operational management (queues, SLAs, incidents, and requests) with the analysis and enhancement of Service Management processes. This is a strategic position that involves significant interaction with technical teams, business areas (including C-level executives), and vendors, focusing on customer experience and continuous improvement. RESPONSIBILITIES: Operate and optimize the ticket lifecycle (Incidents, Service Requests, Problems, and Changes), ensuring compliance with SLAs/OLAs and prioritization based on impact/urgency; Map and track weaknesses and strengths in the customer journey; propose and execute continuous improvement plans; Create and maintain dashboards and performance reports (KPI/OKR), with critical reading to direct decisions (e.g., SLA).