E-commerce Service Desk Analyst

IT professional with 3+ years of experience providing operational and technical support for E‑commerce and digital platforms. Experienced in supporting high‑traffic environments by monitoring, analyzing, and troubleshooting platform‑related incidents, including payment gateways, checkout flows, and API integrations. Strong ability to support operational continuity by working closely with technical and business teams, ensuring a consistent Digital Employee Experience (DEX) and timely incident resolution.

Activities

• Provide first and second‑level support for incidents and service requests related to E‑commerce and Digital platforms.
• Monitor, analyze, categorize, and prioritize incidents (P1–P3) according to established SLAs and operational procedures.
• Support incident, problem, and escalation processes, ensuring proper documentation and follow‑up.
• Participate in incident calls, war rooms, and post‑incident reviews as required. <...