Senior Technical Support Lead

• Classify and prioritize incidents, requests, and changes; assign ownership, define response expectations, and determine escalation paths.
• Provide support for Windows Server, IIS, directory services, and policies, helping maintain the availability, capacity, updates, and configuration of environments.
• Investigate application, operating system, database, network, and integration failures using logs, metrics, and timelines; distinguish symptoms from root causes.
• Support SQL Server at the infrastructure and diagnostic level, including connectivity, services, jobs, capacity, backup, and coordinated restoration, engaging a DBA when necessary.
• Plan the provisioning of production, project, QA, and development environments, including requirements, testing, maintenance windows, and rollback procedures.
• Coordinate support activities with projects and third parties, including overnight routines, import jobs, overnight updates, and infrastructure enhancements for Risk.
• Execute or coordinate hardening, server and domain rebuilds, centralized authentication, segmentation, and privileged access in accordance with approved designs.
• Document operations, root causes, action plans, and knowledge transfer activities to reduce recurrence.

• Hands-on administration and troubleshooting of Windows Server in a corporate environment.
• Operation and diagnosis of IIS and web applications, including logs, application pools, services, certificates, and dependencies.
• Active Directory, DNS, and GPO: access management, policies, and authentication troubleshooting.
• Operational experience with SQL Server and sound judgment regarding when to engage a DBA.
• Experience handling complex incidents, prioritization, controlled changes, documentation, and third-party coordination.
• Nice to have: Experience in regulated environments, audits, RFPs, and evidence preparation for penetration testing.
• Nice to have: Operational automation using PowerShell and Infrastructure as Code.
• Nice to have: Network segmentation, VPNs, hardening, and privileged access management.
• Nice to have: AWS, Microsoft 365, and Google Workspace.
• Nice to have: Legacy .NET/IIS applications, overnight processing, and multiple environments.

• Life insurance
• iFood Livre
• TotalPass