Incident Analyst | Service Improvement - Command Center

XP Inc. is seeking an Incident Analyst/Service Improvement - Command Center team member to monitor, record, analyze and coordinate the resolution of IT incidents, ensuring service continuity and adhering to SLAs. The role involves data analysis, problem-solving, and providing support to various teams. It's a team passionate about technology, problem-solving, and quality delivery.

Requirements

• Bachelor's degree in Information Technology, Systems, Computer Engineering or related fields
• Previous experience in operational areas in corporate environments
• Previous experience in technical support or related areas
• Familiarity with ITSM tools, such as ServiceNow
• Familiarity with ITIL processes, especially Incident Management and/or Service Levels
• Clear and effective written and verbal communication skills
• Analytical, proactive and effective communication skills
• Ability to work under pressure and manage multiple demands simultaneously
• Analytical, proactive and effective communication skills
• Ability to analyze data and generate managerial reports
• Flexibility and adaptability to changes
• Advanced ITIL knowledge (Foundation or higher certification)

Benefits

• Health and well-being
• Dental plan
• Life Insurance
• iFood Benefits (VA and VR)
• Transport Voucher
• New Value (benefits club)
• Parental Leave
• Childcare Assistance
• Financial Life
• Exclusive Investment Funds
• Credit
• Flexible Work Model