[Job-00095] IT Ticket Manager, Curitiba/PR

Ciandt

Brazil Hybrid permanent

Posted: May 7, 2026

Job Description

We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.
With over 8,000 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.

Buscamos um profissional para atuar na gestão do ciclo de vida de tickets e incidentes de TI, garantindo visibilidade, priorização adequada e comunicação eficiente entre times técnicos e áreas de negócio.

Essa pessoa será responsável por acompanhar tickets desde a abertura no N1 até sua resolução nos níveis mais especializados (N3/N4), assegurando que os fluxos ocorram dentro dos SLAs definidos e que todas as partes envolvidas estejam alinhadas sobre status, impactos e próximos passos.

O foco da posição não está na resolução técnica dos incidentes, mas sim na gestão do fluxo, coordenação entre equipes e geração de insights para melhorar continuamente a operação e a experiência do cliente.

Requisitos

• Disponibilidade obrigatória para atuação híbrida em Curitiba (2x por semana presencial)

• Experiência com gestão de tickets E2E e operações de IT Service Management

• Vivência com incidentes, problemas, mudanças e escalonamento entre diferentes níveis de suporte (N1 a N4)

• Experiência com ferramentas ITSM como ServiceNow, Jira Service Management, Zendesk, BMC ou similares

• Experiência com dashboards, métricas operacionais e gestão de SLAs/KPIs

• Forte capacidade de comunicação e gestão de stakeholders

• Perfil analítico com foco em melhoria contínua e eficiência operaciona

Diferenciais

• Certificação ITIL.

• Background técnico (Desenvolvimento, DevOps, BI).

• Inglês avançado.

#LI-GP1

Our benefits:

-Health and dental insurance
-Meal and food allowance
-Childcare assistance
-Extended paternity leave
-Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass;
-Profit Sharing and Results Participation (PLR);
-Life insurance
-Continuous learning platform (CI&T University);
-Discount club
-Free online platform dedicated to physical, mental, and overall well-being
-Pregnancy and responsible parenting course
-Partnerships with online learning platforms
-Language learning platform
And many more!

More details about our benefits here: https://ciandt.com/br/pt-br/carreiras

At CI&T, inclusion starts at the first contact. If you are a person with a disability, it is important to present your assessment during the selection process. See which data needs to be included in the report by clicking here.This way, we can ensure the support and accommodations that you deserve. If you do not yet have the assessment, don't worry: we can support you in obtaining it.

We have a dedicated Health and Well-being team, inclusion specialists, and affinity groups who will be with you at every stage. Count on us to make this journey side by side.

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