Responsible for coordinating daily support operations for the One Sales platform and digital commerce solutions, ensuring SLA compliance and high-quality support delivery. This role acts as the main escalation point for critical incidents, supports business users, and coordinates issue resolution across internal teams and vendors.
Responsibilities include monitoring support queues, managing incidents, producing operational reports, ensuring timely ticket resolution through ServiceNow, and providing guidance to Level 1 and Level 2 analysts. The role also requires active participation in on-call support rotations.
Responsible for coordinating daily support operations for the One Sales platform and digital commerce solutions, ensuring SLA compliance and high-quality support delivery. This role acts as the main escalation point for critical incidents, supports business users, and coordinates issue resolution across internal teams and vendors. Responsibilities include monitoring support queues, managing incidents, producing operational reports, ensuring timely ticket resolution through ServiceNow, and providing guidance to Level 1 and Level 2 analysts. The role also requires active participation in on-call support rotations. Required Skills • Fluent in Portuguese, English, and Spanish. • Strong knowledge of incident, problem, and ticket management. • Experience with ServiceNow or similar ITSM tools. • Familiarity with iOS and Android mobile applications. • Familiarity with eCommerce platforms such as VTEX, YALO, and BEES. • Strong communication, stakeholder management, and analytical skills. Preferred Knowledge • One Sales platform support. • Understanding of order management, promotions, catalog, customer journey, and eCommerce integrations. • Experience working with vendors and cross-functional teams in multinational environments.
Responsible for coordinating daily support operations for the One Sales platform and digital commerce solutions, ensuring SLA compliance and high-quality support delivery. This role acts as the main escalation point for critical incidents, supports business users, and coordinates issue resolution across internal teams and vendors. Responsibilities include monitoring support queues, managing incidents, producing operational reports, ensuring timely ticket resolution through ServiceNow, and providing guidance to Level 1 and Level 2 analysts. The role also requires active participation in on-call support rotations. Required Skills • Fluent in Portuguese, English, and Spanish. • Strong knowledge of incident, problem, and ticket management. • Experience with ServiceNow or similar ITSM tools. • Familiarity with iOS and Android mobile applications. • Familiarity with eCommerce platforms such as VTEX, YALO, and BEES. • Strong communication, stakeholder management, and analytical skills. Preferred Knowledge • One Sales platform support. • Understanding of order management, promotions, catalog, customer journey, and eCommerce integrations. • Experience working with vendors and cross-functional teams in multinational environments.
HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
