Senior Analyst - Incident and Problem Management

Overview

This role is dedicated to providing expert guidance, administration, and technical support for IT infrastructure components such as data centers, networks, and end-user services to ensure continuous 24x7 operation. The focus lies on maintaining system availability, identifying and resolving operational irregularities, and supporting infrastructure planning, installation, and maintenance aligned with company requirements.

Key Responsibilities

• Lead the efforts to preserve infrastructure availability by analyzing incidents and managing processes to restore services promptly, ensuring uninterrupted IT service delivery around the clock.
• Oversee and control incoming service calls and incident tickets, maintaining service levels by evaluating employee wait times, resolution speed, and incident criticality, while coordinating internally and with external providers following SLAs.
• Maintain high-quality service standards by identifying root causes of problems across various areas, always prioritizing customer satisfaction and internal process adherence to deliver swift response.
• Manage new IT infrastructure projects and improvements through collaboration with stakeholders, employing best practice methodologies to meet business needs within schedules, cost, and quality norms.
• Support user equipment and connectivity concerns by monitoring needs, ensuring timely solutions, and upholding service agreements for customer satisfaction.
• Participate in evaluating and proposing infrastructure acquisitions, including supplier identification and suitability assessments to fulfill technological requirements.
• Validate project developments with up-to-date environment documentation to guarantee efficient, secure management and quick environment recovery if needed.
• Stay current on evolving IT applications and market best practices to evaluate and suggest relevant implementations.
• Provide user guidance on new systems or updates via training, documentation, and support to optimize usage and operations.
• Create and apply operational routines to improve processes, ensure safety, and standardize technical applications, while continuously monitoring resource performance.
• Assess and map risk across IT infrastructure and remain vigilant on environmental changes, new technologies, and related events.
• Identify and remediate vulnerabilities in networks, servers, and applications using established market methodologies to ensure compliance and data governance.

Impact and Scale

• Supports IT systems critical to business continuity across over 150 locations in South America.
• Manages infrastructure including 120+ data rooms, 5500+ workstations, 2000+ mobile devices, 1200+ printers, 1100+ cameras, and 450+ UPS units.
• Coordinates with multiple collaborators and service providers (ranging around 20–75 depending on area) to uphold system performance and availability.
• Prevents disruptions that could affect internal IT system performance, expose vulnerabilities, impact budget, compliance, or project deadlines.

Performance Metrics

• Achieving service uptime SLAs.
• Maintaining high environment availability.
• Minimizing system restoration times after incidents.

Challenges and Decision Making

• Balancing the need for 24x7 stability of critical IT services alongside demands for infrastructure upgrades and new project implementations.
• Ensuring smooth collaboration between internal teams and external service providers for effective execution of activities.

Key Collaborations

• Company-wide departments.
• External service providers and vendors.
• IT project teams.

Qualifications and Skills

• Bachelor's degree in information technology, science, engineering, or related fields; master's degree preferred.
• Minimum five years’ experience working with complex network and datacenter environments.
• Proficient knowledge of governance, security methodologies, ITIL processes, and project management principles.
• Hands-on experience with network technologies (LAN, WLAN, WAN, firewalls), security solutions, and cloud networking for at least two years.
• Familiarity with collaboration and IT monitoring tools.
• Experience managing outsourced IT services.
• Strong command of English language in reading, writing, and speaking.

Behavioral Expectations

• Individual contributor mindset suitable for analyst level roles.

Company Overview

Bunge is a global agribusiness leader connecting farmers with consumers to provide essential food, feed, and fuel products. We operate in over 50 countries, employing 34,000 professionals dedicated to transporting agricultural commodities efficiently worldwide. Alongside our customers, we deliver high-quality, innovative plant-based oils, fats, and proteins while promoting sustainability and community development.

Company Core Values

• We Are One Team – Collaboration, respect, and inclusiveness.
• We Lead The Way – Agility, empowerment, and innovation.
• We Do What’s Right – Prioritizing safety, sustainability, and integrity.