Company Description
Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and in new advanced technologies to unleash the power of data. We have an amazing team of 25,200 employees in 32 countries.
Our uniqueness is valuing yours. Experian's culture, centered on people, inclusive and driven by purpose, is recognized by various awards — including World's Best Workplaces™ 2025 (Fortune Global Top 25) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian also takes pride in being an employer that promotes equal opportunities and affirmative action.
Job Description
Job description
Responsible for ensuring the continuity, stability and quality of the operation of systems and applications, working on incident resolution, user support and the continuous improvement of the customer experience. This professional acts in a proactive and collaborative way, promoting the uninterrupted operation of the platforms and adding value through the improvement of processes and technologies.
Responsibilities and Duties
- Ticket handling: Receive, log and resolve tickets through Zendesk/SalesForce, providing support to the N1 customer service, sales, Development and Operations areas of the company.
- Incident analysis and diagnosis: Investigate, analyze and diagnose the origin of failures and incidents, proposing the most efficient solution to restore normal service.
- Incident follow-up: Monitor the lifecycle of tickets, ensuring compliance with SLAs, from opening to closure, with proactive follow-up until the definitive solution. Ensure the preparation of PostMortems for critical incidents.
- Solution monitoring: Monitor solutions during business hours through tools such as Datadog.
- Resolution and deployment of solutions: Implement corrective actions (temporary and definitive), ensuring the quick and safe restoration of applications, and identifying opportunities for automation and improvements.
- Participation in continuous improvements: Collaborate in implementing updates, fixes and feature evolutions, working in an integrated way with development/architecture/product teams.
- Cross-functional collaboration: Work together with different areas of the company to understand demands, propose improvements, share information and promote operational excellence of the solutions.
Skills and Competencies
- Analytical and problem-solving ability: Ability to analyze complex scenarios, identify root causes and propose viable and efficient solutions.
- Clear and effective communication: Ease of communicating verbally and in writing, adapting language to the target audience.
- Organization and time management: Ability to manage multiple tickets and tasks, prioritizing critical demands and keeping documentation up to date.
- Teamwork: Proactivity to collaborate, share knowledge and contribute to the collective development of the team.
- Continuous learning: Willingness to constantly keep up with technological innovations and new market practices.
Desirable Requirements
- Technical or higher education in IT, Computer Science, Computer Engineering or related areas.
- Prior experience in technical support, customer service and problem-solving.
- Well-developed communication and interpersonal relationship skills.
- Ease of adapting to new tools and technological environments.
- Continuous pursuit of improvement and professional development.
Qualifications
Qualifications
- Observability tools
- Technical metrics
- Incident management
Additional Information
Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and businesses, in Brazil we are more than 4 thousand people working in various teams and specialties. Here, each knowledge and diversity complements each other and you can work on what you love most. We are committed to building an inclusive culture and an environment in which people can balance their career with their personal commitments and interests, valuing well-being.
We are very dedicated to being one of the best and most innovative companies to work for in the country, enabling amazing experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we were awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4.6 rating on Glassdoor. Each recognition tells us we are on the right path, providing an increasingly better work environment for our talent.
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Let's grow together! We want to truly contribute to the growth of those around us. Our Purpose? Improving lives, sharing dreams and achievements.