OUR COMPANY:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO: 

The Project Coordinator acts as a key bridge between operations, systems, and compliance, supporting regional teams globally. Additionally, the role is responsible for managing oncall operations, overseeing ticketing workflows, and driving continuous improvement across support functions.

Key Responsibilities

1. Oncall Management

• Manage oncall schedules, ensuring adequate coverage across all shifts and regions.

• Coordinate shift handoffs and escalation protocols to maintain uninterrupted service.

• Monitor oncall workload distribution and adjust schedules proactively to prevent burnout and gaps.

2. Ticketing System Oversight

• Monitor incoming tasks and ensure they are assigned promptly and efficiently to the appropriate team members.

• Prioritize tasks based on urgency, impact, and business criticality.

• Maintain ticketing hygiene — ensure proper categorization, tagging, and SLA adherence.

3. Issue Resolution & Coordination

• Facilitate resolution of issues by coordinating with relevant internal teams and stakeholders.

• Track the progress of issue resolution and ensure timely updates are provided to all parties.

• Escalate unresolved or high-impact issues according to defined escalation paths.

4. Communication & Stakeholder Management

• Serve as the primary point of contact between oncall teams, other departments, and client

• Communicate effectively with stakeholders to provide status updates on issues, resolution timelines, and operational health.

• Ensure clear, timely, and transparent communication during incidents and critical events.

5. Documentation & Knowledge Management

• Maintain detailed records of issues, resolutions, root causes, and recurring problems.

• Develop and update documentation for oncall procedures, runbooks, and best practices.

• Ensure knowledge is accessible and up-to-date for all team members.

6. Performance Monitoring & Reporting

• Analyze oncall performance metrics (response time, resolution time, SLA compliance) to identify areas for improvement.

• Prepare regular reports on oncall activities, including issue trends, volume patterns, and resolution effectiveness.

• Present findings to management and recommend strategies for operational improvement.

7. Training & Support

• Organize training sessions for oncall team members to ensure they are equipped to handle various issue types.

• Provide ongoing support, coaching, and guidance to team members as needed.

• Develop onboarding materials for new oncall team members.

8. Continuous Improvement

• Identify opportunities to streamline processes and improve the oncall system's efficiency.

• Implement process changes and monitor their impact on overall performance.

• Drive operational excellence initiatives and propose scalable solutions.

9. Systems & Process Enablement

• Act as Key User (SME) for new systems and tools — perform testing and validation prior to regional or global rollouts.

• Support change management and adoption of new tools across regions.

• Collaborate with cross-functional teams including Operations, IT, Compliance, and Logistics to align processes and systems.

Required Skills & Qualifications

• Strong experience in operations support, oncall coordination, or operational analytics.

• Proven ability to manage schedules, prioritize tasks, and coordinate across multiple teams.

• Experience with ticketing systems and incident management workflows.

• Ability to collect, structure, and analyze data from operational systems.

• Experience acting as Key User / Super User / SME for systems or tools.

• Strong understanding of operational workflows and compliance requirements.

• Excellent communication skills — able to translate technical and operational concepts to diverse audiences.

• Experience working with global or regional operations in a fast-paced environment.

Preferred Qualifications

• Experience with oncall management tools and reporting dashboards.

• Background in IT operations, logistics, or service delivery.

• Familiarity with SLA frameworks and incident escalation protocols.

• Experience driving continuous improvement or operational excellence programs.

PAY RANGE:

MXN 30,000.00/month

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.