Supervisor - IT, Infrastructure and Operations, Soam

Summary

CHS has an exciting opportunity in the Information Technology group located in São Paulo, Brazil. We are seeking a Supervisor, IT – Infrastructure and Operations to be responsible for ensuring stability, reliability, and continuous improvement of applications and infrastructure services. This role helps lead daily IT operations, major incident management, problem resolution, and the delivery of small enhancements that improve business performance and user experience. The position acts as the primary operational leader for support teams, coordinating internal resources, external providers, and business stakeholders to maintain high service levels across application and infrastructure environments. This Supervisor, IT role drives operational excellence through proactive monitoring, service management best practices, continuous improvement initiatives, and effective incident response. 

Responsibilities

IT Operations and Service Delivery

• Lead day-to-day operations for enterprise applications and infrastructure services.
• Ensure system availability, performance, stability, and reliability.
• Monitor operational KPIs, SLAs, and service performance metrics.
• Coordinate support activities across internal teams and external service providers.
• Establish operational priorities and supervise workload distribution.

Incident and Problem Management

• Serve as the operational lead during major incidents and service disruptions.
• Coordinate technical teams to restore services quickly and minimize business impact.
• Facilitate root cause analysis and drive permanent corrective actions.
• Manage escalation processes and stakeholder communications during critical incidents.
• Ensure adherence to ITIL incident, problem, and change management practices.

Continuous Improvement and Enhancements

• Manage and prioritize the support backlog for application and infrastructure improvements.
• Lead implementation of small enhancements and operational improvements.
• Identify recurring issues and drive automation and process optimization initiatives.
• Promote a culture of continuous improvement across support teams.
• Partner with business stakeholders to identify opportunities for increased efficiency and productivity.

Application Support

• Oversee support and maintenance activities for business applications.
• Ensure system issues are investigated, resolved, and documented appropriately.
• Coordinate testing and validation of system fixes and minor enhancements.
• Collaborate with business analysts and product owners to prioritize support demands.

Infrastructure Support

• Oversee operational support for infrastructure environments, including:
  • Networks
  • Servers
  • Cloud services
  • End-user computing
  • Telecommunications
  • Security-related operational activities
• Ensure compliance with infrastructure standards and operational procedures.
• Coordinate infrastructure upgrades and maintenance activities.

Vendor Management

• Manage relationships with external support providers and service partners.
• Monitor vendor performance against agreed service levels.
• Escalate performance concerns and drive corrective actions when necessary.

Team Leadership

• Lead, coach, and develop a team of IT professionals and contractors.
• Foster accountability, collaboration, customer focus, and operational excellence.
• Support talent development and succession planning initiatives.
• Promote knowledge sharing and continuous learning within the team. 

Minimum Qualifications (required)

• High School Diploma (or equivalent)
• 2+ years of experience in Information Technology, IT Infrastructure or Operations to include a combination of the following:
  • Enterprise Application Support (ERP, business systems, custom applications)
  • Infrastructure operations and support
  • IT Service Management (ITIL)
  • Incident Management
• Advanced verbal and written English proficiency

Additional Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field
• 5+ years of experience in Information Technology, IT Infrastructure or Operations
• Prior leadership, supervisory, or team coordination experience to include:
  • Working with outsourced vendor service providers and managed services partners
• Experience supporting ERP platforms such as SAP, Oracle, JDE, or similar
• Experience with ServiceNow or other ITSM platforms (Incident, Problem, Change, and Release Management)
• Experience with automation, monitoring, and operational dashboard solutions
• Cloud Technologies
• Cybersecurity Fundamentals
• Operational Monitoring and Reporting
• ITIL Foundation Certification

Pre-employment screening is based on the job requirements and industry guidelines and may or may not be required for the position. If required, selected candidates must pass pre-employment screenings to include all or a combination of drug, criminal, motor vehicle check, physical requirements and FMSCA Clearinghouse.