Junior Analyst - Operations
Orange Business · Petrópolis, RJ, BR
**Date de publication :** Sep 29, 2026, 12:00AM Orange Business is here! About usJoin us at Orange Business! We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities. About the roleContribute to maintaining seamless platform and service performance by applying proactive monitoring, comprehensive incident management, and streamlined operational automation to exceed customer expectations and achieve operational objectives. * Ensure continuous performance and availability of platforms and services through vigilant supervision and prompt incident resolution. * Conduct real\-time end\-to\-end monitoring and incident management across various technical domains, promptly diagnosing platform, network, and service issues. * Coordinate effectively with internal teams and external partners to restore service efficiently, aligning actions with customer expectations and organizational goals. * Support and contribute to automation initiatives for operational tasks to improve efficiency and consistency. * Manage medium to complex incidents with escalating support as needed, prioritizing tasks to meet service level agreements. * Analyze quality of service metrics, report findings, and support problem management activities in collaboration with business owners. * Maintain and apply updated operational procedures to ensure task accuracy and efficiency. * Provide technical assistance and knowledge sharing to team members to foster a cohesive operational environment. * Monitor recurring incidents to develop and implement corrective or preventive measures. * Coordinate testing and hardware replacements with vendors and service providers to ensure minimal service disruption. * Serve as an escalation contact for vendors and partners to uphold service availability. * Assist supervisory staff during major incidents or crises and contribute to business continuity planning and disaster recovery efforts outside normal hours. * Execute proactive monitoring across platforms and services spanning Software Defined Network, Private Cloud, Content Delivery Network, Voice, and IP networks to detect and address issues promptly. * Initiate detailed diagnosis and troubleshooting for platforms and associated operational elements, leveraging technical expertise and automated tools. * Enhance operational efficiency by automating tasks using tools such as Incident Orchestrator and refining alarm configurations. * Ensure effective communication of shift status and handovers to maintain operational continuity and accountability. * Manage medium to high complexity incidents with appropriate escalation protocols, maintaining service standards and customer satisfaction. * Prioritize operational tasks to balance incident management with preventive activities according to business impact. * Perform quality of service analyses and collaborate in problem management activities consistent with service level agreements and operational level agreements. * Maintain up\-to\-date knowledge and correct application of operational procedures to ensure consistent and accurate task execution. * Provide technical and procedural support to team members to enhance overall team capability and knowledge sharing. * Monitor recurring incidents actively and develop corrective and preventive plans to mitigate service disruptions. * Maintain situational awareness of site facilities to respond appropriately to incidents requiring physical intervention. * Coordinate effectively with vendors, field services, and carriers for testing, hardware replacement, and escalation to maintain service availability. * Assist supervisory personnel during major incidents or crisis situations, contributing to effective incident response and recovery. * Participate in business continuity planning, disaster recovery processes, and crisis support activities beyond normal business hours, ensuring service resilience. About youYou hold a university degree or equivalent in computer science or telecommunications and bring 1 to 3 years of relevant experience in telecom operations. You possess strong diagnostic, troubleshooting, and automation skills, using tools such as Python or RPA, and have a clear understanding of network and service platforms across multiple technical domains including SDN, Private Cloud, and IP networks. Your effective communication skills, ability to collaborate across cultures, and time management ensure seamless coordination in complex environments. **Your professional skills:** * Demonstrate effectiveness in