PSE Manager

As the Manager for Production Support Engineering team, you will have the opportunity to lead a high performing team that will lead us to have the fastest, most reliable and most accurate command center, in order to address incidents in the production environment and communicate with stakeholders. You will be in touch with the most challenging products in both Issuing, Acquiring and Banking platforms.

We're looking for someone who has the innovation and creative thinking that's required to develop outside the box solutions, and the emotional intelligence required to lead a fast paced business and inspire a team of people, are the most important parts. We are also looking for enthusiasts of "Automate Everything" culture aiming to spread it out.

Head of PSE drives his/her team to work closely with product engineering teams to gather information, understand dashboards and alerts, and map the whole ecosystem of the existing products. He/She will engage the PSE team and incentivize them to develop tools to easily identify and communicate incidents (inbound and outbound), and help engineering teams to recover systems faster.

• Engage a 24x7 team of smart and hardworking production support engineers;
• Lead the PSE team to work with Engineering and SRE teams in order to map dependencies, identify and understand monitoring (dashboards and alerts), create a consistent knowledge basis and first-level recovery procedures;
• Solve it, solve it all: we're looking for people who are curious and passionate about solving problems!;
• Assist and support the team to automate everything they can: escalation procedures, reporting, follow-up procedures, and reporting platform status and incidents to the clients;
• Create a Single Point of Contact with clients of the whole company when handling critical incidents, with a single tone of voice among the whole command center.

• 5+ years of experience in IT Command Center at managerial level;
• 2+ years of experience managing IT Command Center teams of mission critical systems (large financial institutions, critical health systems, flight control, etc.);
• Enthusiasm with observability and monitoring tools;
• Mastery in IT operation metrics and in Incident Management;
• Minimum technical knowledge in microservices architecture, databases and cloud infrastructure;
• Ability to easily communicate with people with different skills (technical, business, commercial, products);
• Data-driven decision mentality and sound business judgement - you understand what drives value and can make sensible commercial decisions to reflect this;
• Stellar relationship building skills, from inception to execution, internally and externally;
• Experience leading a team, with willingness to invest in the coaching and development of your team members. We need someone that sees the 1:1s as the most fun part of the day. You coach!;
• Ability to adapt with humility and resilience;
• A passion for technology. You are going to breathe tech. True.

E quais são os benefícios? 

• Anywhere office: política flexível de contratação em outros estados, regiões e países para trabalho full remoto
• Auxílio Alimentação ( Mercado & Restaurante)
• Plano de saúde e odontológico
• Hospital Digital
• Suporte psicológico para Psicoterapia On-line
• Gympass e TotalPass
• Auxílio mensal para despesas anywhere office
• Previdência privada após 6 meses de trabalho
• Licença parental estendida
• Auxílio Creche
• Auxílio para pais de crianças atípicas
• Plataforma de Idiomas
• PLR / PPR - Elegível ao programa de distribuição de lucro anual
• Disponibilidade de coworking no Brasil inteiro
• Orientação ergonômica

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