IT Operations Coordinator

Responsibilities

• Provide second-level application support to resolve medium-complexity incidents and ensure operational continuity.
• Manage and ensure compliance with Service Level Agreements (SLAs) by prioritizing tasks and response times.
• Coordinate third-level support cases by working closely with internal teams and external vendors.
• Supervise vendors to coordinate the development, improvement, and adjustment of applications based on business needs.
• Analyze incident reports to identify trends and root causes for continuous improvement.
• Maintain constant communication with the Logistics department to identify operational needs and optimization opportunities.
• Support the opening and implementation of new warehouses by providing guidance on application configuration and parameterization.
• Prepare and present weekly reports regarding KPIs, incidents, and service performance.
• Coordinate and participate in pilot processes, ensuring correct implementation and documentation.

Requirements

• Experience providing second-level application support.
• Proven ability in SLA management and incident analysis.
• Experience coordinating third-level support and supervising external vendors.
• Knowledge of logistics systems and warehouse implementation processes.
• Ability to generate and analyze KPI reports.

About the Company

Farmacias del Ahorro is a 100% Mexican company dedicated to providing health and wellness services. With over 30 years of experience, we are the leading pharmaceutical chain in Mexico, operating more than 1,500 branches with a team of over 20,000 collaborators.