Analista de Infraestrutura Pleno | Service Improvement - Command Center

Job Description

XP Inc., a major independent financial institution in Brazil, is seeking an Infrastructure Analyst for its Service Improvement - Command Center team. This role involves monitoring, analyzing, and coordinating the resolution of IT incidents to ensure service continuity and adherence to SLAs. The ideal candidate will be passionate about technology, problem-solving, and delivering quality service.Responsibilities:

• Conducting preliminary analyses for incident diagnosis and response.
• Selecting and executing standard incident resolution procedures.
• Escalating incidents to higher levels when necessary and monitoring progress.
• Participating in incident review meetings and contributing to process improvement.
• Documenting procedures and solutions for recurring incidents.
• Facilitating communication between technical teams and users during incident lifecycles.
• Preparing management and operational reports on key performance indicators.

Requirements:

• Bachelor's degree in Information Technology, Information Systems, Computer Engineering, or related fields.
• Previous experience in Incident Management.
• Previous experience in Technical Support or related areas.
• Knowledge of ITSM tools.
• Familiarity with ITIL processes, especially Incident Management.
• Strong communication skills.
• Ability to work under pressure and manage multiple demands.
• Analytical and proactive profile.

The role offers:

• Health and dental plans with no co-payment.
• Wellhub (Gympass) and Zenklub access.
• Life insurance.
• Flexible iFood benefits (VA and VR).
• Commuting allowance.
• Parental leave: 6 months for maternity and 20 days for paternity.
• Childcare assistance.
• Exclusive investment funds and investment advisory.
• XP Visa Infinite credit card with no annual fee.

XP Inc. values personal interactions and promotes a flexible work model with a strong emphasis on in-office collaboration to foster its entrepreneurial culture.