Senior NOC and Change Management Analyst

• Structure Change Enablement, including change types (standard, normal, and emergency), approval processes, calendars, and maintenance windows.
• Establish and lead the Change Advisory Board (CAB) with engineering, infrastructure, product, risk, and business teams.
• Ensure the scope, impact, risk, rollback plan, and communication plan for each change are clearly defined.
• Communicate relevant changes and incidents to stakeholders.
• Structure the NOC, including monitoring, alerts, dashboards, runbooks, and escalation procedures.
• Monitor availability and performance, providing initial incident response.
• Produce change success metrics, emergency change metrics, incidents per change, and MTTR metrics, as well as reports.
• Maintain evidence and audit trails for regulatory bodies such as the Brazilian Securities and Exchange Commission (CVM) and the Central Bank of Brazil.

• Senior-level experience in IT Change Management, ideally including process implementation.
• Experience leading a Change Advisory Board (CAB) with technical and business stakeholders.
• Knowledge of ITIL (change, incident, and problem management).
• Experience with NOC operations and monitoring cloud and/or on-premises environments.
• Experience using ITSM tools (ServiceNow, Jira Service Management, GLPI, or similar).
• Strong skills in metrics and executive reporting.
• Preferred: experience with monitoring and observability tools (Datadog, Grafana, Zabbix, CloudWatch, PagerDuty).
• Preferred: knowledge of critical incident management and post-mortems.
• Preferred: experience in financial markets, stock exchanges, trading, or regulated environments.
• Preferred: ITIL 4 certification.
• Preferred: English proficiency for partner interactions.
• Preferred: knowledge of Service Management Practices: Service Desk.
• Preferred: knowledge of General Management Practices.
• Preferred: knowledge of General Management Practices: Continual Improvement.
• Preferred: knowledge of General Management Practices: Knowledge Management.
• Preferred: knowledge of General Management Practices: Measurement and Reporting.
• Preferred: knowledge of General Management Practices: Risk Management.
• Preferred: experience with ServiceNow.
• Problem-solving skills.
• Ability and comfort working independently and managing your own time.

• Multi-benefit card – choose how and where to use it.
• Tuition assistance for undergraduate, graduate, MBA, and language courses.
• Certification incentive programs.
• Flexible working hours.
• Competitive salaries.
• Annual performance reviews with a structured career development plan.
• International career opportunities.
• Wellhub and TotalPass.
• Private pension plan.
• Childcare assistance.
• Medical insurance.
• Dental insurance.
• Life insurance.