This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a SW Engineer, Service Desk Analyst based in Brazil. This role is an opportunity to support a high-availability technology environment where fast, accurate incident response is critical to service continuity.You will act as a first point of contact for service alarms and incidents originating from customers or internal monitoring systems.The position combines technical troubleshooting, monitoring, incident management, and clear communication across engineering and operations teams.You will use tools such as Grafana, ticketing platforms, SQL, and system logs to investigate issues and assess their impact.The role also offers exposure to cloud environments, ITIL-based processes, and structured incident response practices.Success requires agility, attention to detail, and the ability to remain effective while managing multiple or high-priority incidents.As part of an on-call rotation, you will contribute directly to maintaining reliable services around the clock.