Ticket Manager

• Receive, classify, and prioritize customer tickets (incidents, requests, and improvements) based on criticality and the contracted SLA.
• Assign tickets to internal consultants and specialists and track progress through resolution.
• Lead the escalation process when there is a risk of SLA breach or a critical customer impact, engaging the appropriate leaders.
• Keep customers informed about ticket status through clear, proactive, and empathetic communication.
• Validate the solution with the customer and formally close tickets, ensuring that all information is properly documented.
• Prepare, analyze, and present weekly and monthly reports and dashboards with metrics such as ticket volume, SLA compliance, backlog, average resolution time, and recurrence.
• Identify recurring ticket patterns and root causes, and propose process improvements in collaboration with the technical team.
• Support the organization and ongoing update of the knowledge base and service workflows.

• Demonstrated experience in ticket management, service desk, support, or customer service operations (minimum of 2 years).
• Experience with ticketing tools (e.g., Jira Service Management, ServiceNow, Zendesk, GLPI, or similar platforms).
• Knowledge of SLA management, incident prioritization, and escalation processes.
• Advanced proficiency in Excel or BI tools for building and analyzing reports and dashboards.
• Strong verbal and written communication skills, with experience in direct customer interaction.
• Bachelor’s degree completed or in progress in Information Systems, Information Technology, Business Administration, or a related field.
• Knowledge of the SAP ecosystem.
• Experience in consulting firms or AMS operations.
• ITIL certification (Foundation or higher).
• Intermediate English proficiency.

• Comprehensive health insurance – Bradesco Saúde.
• Dental insurance.
• Psychological support, nutritional counseling, and telemedicine platform.
• Corporate wellness program – access to a gym network and wellness apps (Wellhub).
• Pharmacy discount.
• Meal and/or food allowance.
• Childcare or nanny assistance.
• Life insurance.
• Birthday month day off.
• Home office allowance.
• Company-funded courses and certifications.
• University partnerships (MBA USP/ESALQ).
• Employee referral program.