Operations Manager - Field Support (Mozelos)

CAPGEMINI ENGINEERING

Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

YOUR ROLE

Manage IT/IS operations teams to ensure efficient customer support and service delivery aligned with contractual SLAs, KPIs, and OLAs.

• Oversee operations of customer support teams (Helpdesk, Field Support, Logistics, Asset Management, etc.).
• Manage ticket distribution and task assignments across teams.
• Promote and participate in operational meetings.
• Build and maintain relationships with internal teams, external partners, and clients.
• Create and manage operational documentation (processes and procedures).
• Generate and analyze operational reports for performance monitoring.
• Drive continuous improvement initiatives aligned with contractual obligations.
• Manage resources (absences, vacations, training).
• Ensure alignment between operations and service management.
• Provide systematic field team support.
• Communicate fluently in English.

• Platforms and tools: ACM, CRM ONE, SAP BW, SAP RH, Exchange, HPSM/CMDB, and other telecom/customer care systems.
• Operating Systems: MS Windows.
• Networking: Basic knowledge of computer networks.
• Hardware: PC and network card.
• ITIL knowledge or certification preferred.
• Fluent English and Portuguese (spoken and written).
• Valid Portuguese driving license.
• Availability for travel.

• Join a multicultural and inclusive team environment.
• Enjoy a supportive atmosphere promoting work-life balance.
• Hybrid work.
• Your career growth is central to our mission. Our array of career growth programs and diverse professionals are crafted to support you in exploring a world of opportunities.
• Access valuable training and certifications in cutting-edge technologies.
• Engage in exciting national and international projects.
• Health and life insurance.
• Referral program with bonuses for talent recommendations.
• Great office locations.

Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.