Mid-Level N1.5 Technical Support Analyst

At Nava, we believe in the power of technology to transform businesses — and we have a challenging and strategic opportunity waiting for you.

Come build solutions with us!

Key Responsibilities:

• Critically assess incident severity based on impact and urgency, and classify it according to the applicable SLA.
• Perform structured troubleshooting to resolve issues at your own level, reducing unnecessary escalations.
• Collaborate with other technical areas (infrastructure, networks, security, development) to resolve tickets.
• Monitor predefined changes (Change Requests) in accordance with CPFL Group's change management processes.
• Manage and track the incident backlog, prioritizing tasks to ensure they are addressed within stipulated timeframes and according to severity.
• Notify stakeholders about critical incidents and maintain continuous communication regarding status and ongoing resolutions (Crisis Management).
• Escalate to carriers and suppliers according to the responsibility matrix and SLA defined by the CPFL Group.

Requirements and Knowledge:

• Completed or nearly completed bachelor's degree in IT, or a technical degree with proven equivalent experience.
• Consolidated experience in event analysis, including failure identification and incident correlation.
• Operational mastery of at least one monitoring tool (Zabbix, Nagios, Splunk, or Dynatrace), including alert interpretation and threshold management.
• Applied knowledge of infrastructure: operating systems (Windows Server and Linux), networks, directory services, databases, and applications.
• Hands-on experience with ITSM, focusing on queue and backlog management, not just ticket creation.
• Practical application of ITIL for incident, problem, request, and change processes.
• Ability to produce status communications for business areas and leadership during incidents.

Differentials:

• ITIL 4 Foundation certification (mandatory within 12 months of hiring, as per the development plan).
• Infrastructure certifications: Microsoft AZ-800/AZ-104, Linux (LPIC-1), or Networking (CCNA).
• Prior experience in the electric sector, utilities, or mission-critical environments.
• Scripting knowledge (PowerShell, Bash, or Python) for executing and adjusting verification routines.

Behavioral Competencies:

• Diagnostic autonomy with the discernment to escalate at the right time — the TESCN15 metric penalizes both late and incorrect escalations.
• Clear and objective communication with business areas and technical teams during incidents.
• Proactivity focused on problem resolution and failure mitigation.
• Emotional stability in high-severity environments.

Directly Influenced Metrics:

ATSEV0102N15 and TMAN15 (playbook execution and dispatch), TESCN15 (correct escalation), FCRN15, and backlog control.

How to Apply:

Interested? Apply for the position and complete your technical interview with SophIA:

https://entrevista.starmindai.ai

Code: NAVA-N15PL