Junior Cloud Operations Analyst

• Work with the Customer Operations team to support and manage customer environments in Cloud Computing (AWS, Azure, OCI, and GCP)
• Handle tickets and alerts, performing initial analysis and leading resolution within your technical capabilities
• Maintain ownership of each ticket from first contact through resolution or a qualified handoff
• Communicate with the customer throughout the service lifecycle, recording the ticket opening, periodic updates, and closure with supporting evidence
• Perform support activities based on KBs, playbooks, and internal and vendor documentation
• Request the creation or updating of procedures, training materials, and documentation to reduce recurrence
• Handle known monitoring alerts by validating impact, correlating events, and executing the prescribed actions
• Perform initial technical validations and health checks for Infrastructure or Databases
• Create and execute change requests (GMUDs) related to Security, FinOps, or Customer Success initiatives
• Ensure escalations and handoffs include complete context, validations, evidence, and acceptance by the receiving team
• Record actions clearly, completely, and traceably in the ITSM system
• Review information during shift handovers and keep tickets up to date
• Identify and propose improvements to processes, documentation, automation, and the use of Artificial Intelligence

• Completed or ongoing higher education
• Basic knowledge of the ITIL Framework
• Experience in customer service and support
• At least basic Spanish proficiency (reading, writing, and conversation)
• Basic English proficiency preferred (reading, writing, and conversation)
• Knowledge of Linux and Windows operating system concepts
• Knowledge of cloud services: Load Balancer, CDN, Auto Scaling, Kubernetes, and instances in AWS, Azure, OCI, and GCP
• Knowledge of observability tools: Dynatrace, Workload Security, Commvault, and Zabbix
• Basic ITIL concepts: incident management, communication, and escalation
• Basic experience operating Freshservice
• Fundamentals/Foundations certification in AWS, Azure, OCI, or GCP preferred, preferably AWS
• Strong verbal and written communication skills
• Commitment
• Proactivity
• Teamwork skills
• Flexibility and adaptability
• Ability to work under pressure
• Time self-management and activity tracking

• Health insurance with coverage for eligible dependents
• Food and meal allowance (Flash Benefícios)
• Telemedicine platform
• Dental insurance
• Gym membership program (TotalPass)
• Pharmacy benefit
• Life insurance
• Private pension plan
• Childcare assistance
• Inclusion assistance
• Home office allowance
• Certification program
• Language program
• Educational partnerships
• Birthday day off
• Extended parental leave