- Continuously monitor customers' websites and services using approved tools, focusing on the detection of visible and silent failures through KPI analysis, usage variations, and event correlation

- Detect service failures and degradations before they are reported by the customer

- Act in the initial handling of incidents, performing troubleshooting and failure analysis

- Register, update, follow up, and escalate tickets according to criticality and SLA

- Promptly notify the technical resolution teams responsible for the failures, whether internal or third-party

- Escalate to higher levels of the operator or partners when necessary

- Proactively communicate detected failures to the customer, including in critical scenarios that require the activation of war rooms or technical coordination, as defined by the operator's criteria

- Support service normalization and status communication to the customer, management, and the operator, according to criticality and criteria defined by the operator

- Ensure compliance with SLAs at each stage and escalate in case of non-compliance

- Update SharePoint, databases, or operator systems with scheduled dates, deadlines, and the status of all complaints until their resolution

- Validate normalization in available systems (monitoring and troubleshooting tools) before proceeding to validation with the customer/complainant

Schedule and hours:

- 8-hour shift schedule (12x36 or as per operations).

🤝 The company is committed to inclusion and accessibility. If you need any adjustments during the selection process, please feel free to inform us.

Interested?

https://entrevista.starmindai.ai and provide the code NAVA-TELECOMPL

Fill out the application form: [Join NAVA Telecom]

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