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

What you will do:

• Continuously monitor customer sites 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 manifest to the customer;
• Act in the initial handling of incidents, performing troubleshooting and failure analysis;
• Register, update, track, and escalate tickets according to criticality and SLA;
• Promptly alert the technical resolution teams, whether internal or third-party;
• Escalate to higher levels 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;
• Support service normalization and status communication to the customer and management, according to criticality;
• Ensure compliance with the SLAs of each stage and perform escalations in case of non-compliance;
• Update SharePoint, databases, or internal systems with scheduled dates, deadlines, and the status of complaints until their resolution;
• Validate normalization in available systems (monitoring and troubleshooting tools) before proceeding to validation with the customer/complainant.

What we are looking for:

• Experience in telecom, data networks, mobile networks, NOC, operations, or technical support in critical environments of operators and clients;
• Knowledge in TCP/IP, DNS, connectivity, failure analysis, and troubleshooting;
• Experience with monitoring alarms, events, tickets, or ITSM tools;
• Ability to act with a sense of urgency in a high-availability environment;
• Organization, attention to detail such as documentation, registration updates, and recording of all actions taken to resolve failures;
• Good communication with internal and external clients, third-party operations, and customers in incident situations;

Differential:

• Experience in operators, providers, data centers, or large telecom environments;
• Knowledge in ITIL, Incident Management, Problem Management, Change Management, and Escalation Flows;
• Experience with monitoring tools, alarm management, and opening and tracking tickets.

Schedule and hours:

- 12x36 shift schedule

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?

https://entrevista.starmindai.ai and provide the code NAVA-TELECSR002

Fill out the application form: [Join NAVA Telecom]

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

Send your resume to: [email protected]

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