SLA Analyst (Telecom) | On-site — São Paulo/SP

Work in a critical Telecom operation, ensuring continuity, stability, availability, and performance of services in a high-availability environment.

Act reactively on tickets from internal and external clients of the operator, ensuring proper handling of incidents until their resolution.

What you will do:

- Manage open incidents with the operator from registration through validation of the failure resolution with clients and ticket closure

- Monitor, prioritize, and close operational tickets based on impact, affected clients, critical services, and severity

- Ensure that tickets have complete, accurate, and updated information, recording status, diagnosis, responsible team, and resolution deadline

- Update SharePoint, databases, or operator systems with scheduled dates, deadlines, status, and progress of complaints until their conclusion

- Monitor SLAs and KPIs, hold technical teams accountable, escalate critical incidents, coordinate crisis bridges/calls, and perform continuous follow-up until service normalization

Schedule and hours:

- 12x36 shift or as required by operations

Benefits and culture:

We offer a competitive benefits package, including medical and dental insurance, meal and/or food vouchers, transportation allowance, and life insurance.

Additionally, we invest in the development of our professionals through educational partnerships, access to learning platforms, internal training programs, and real career growth opportunities.

At NAVA, we value a collaborative, diverse, and innovative environment, focused on results and continuous learning — with involvement in large-scale, high-visibility projects.

Learn more about NAVA:

https://www.youtube.com/watch?v=00UaGbuwOY8

Interested?

Fill out the application form: [Join NAVA Telecom]

https://forms.office.com/Pages/ResponsePage.aspx?id=xrHFPHa8ekeBm7YJAl1cI8k71tLoZ2NMme_Cl7fR8LBUN0k4RTFMTDI3MFNIMVZWMEMyNlY1QUpERS4u