E-Commerce IT Coordinator

The E-Commerce IT Coordinator is responsible for ensuring the stability, availability, and operational continuity of the company’s e-commerce ecosystem, with a primary focus on Magento-based platform operations and integrated digital services. The role provides day-to-day technical support, incident management, and coordination across internal IT teams, vendors, and business stakeholders to ensure seamless online customer experience, uninterrupted order processing, and reliable system performance. This position plays a key role in bridging technical operations and e-commerce business needs by ensuring timely issue resolution and continuous platform improvement support

DUTIES AND RESPONSIBILITIES

1. E-Commerce Platform Support

 Provide first-level technical support for e-commerce platforms, with primary focus on Magento and integration pipelines including SAP and POS ETP omnichannel systems and WBS/WMS logistics

 Monitor platform health, system availability, and critical e-commerce workflows (browse, cart, checkout, payment, order confirmation).

 Perform initial troubleshooting and issue validation for reported incidents.

 Support day-to-day operational stability of the e-commerce ecosystem

2. Incident Management & Resolution

 Log, track, and manage incidents through the service management system.

 Ensure proper categorization, prioritization, and escalation based on impact and severity.

 Escalate complex technical issues to DSQ, SSI IT, or relevant development/support teams.

 Provide regular updates to stakeholders during incident resolution.

 Ensure incidents are resolved within defined SLA and operational priorities.

3. Systems Coordination & Integration Support

 Coordinate with SSI IT and other technical teams for system dependencies and integration issues (ERP, inventory, payment gateways, logistics, etc.).

 Support troubleshooting of API, data flow, and system integration issues affecting e-commerce operations.

 Ensure proper alignment between business requirements and technical resolution.

4. Monitoring, Documentation & Reporting

 Monitor recurring issues and system performance trends.

 Maintain detailed documentation of incidents, resolutions, and root causes.

 Generate basic operational reports to support continuous improvement and system stability.

 Identify recurring issues and escalate for permanent fixes or enhancements.

5. Testing, Deployment & Maintenance Support

 Support system testing (SIT/UAT) for new features, enhancements, and releases.

 Assist during deployment activities and post-release validation.

 Support maintenance windows and system updates with minimal business disruption.

6. Stakeholder Support & Communication

 Ensure clear and timely communication with internal teams, vendors, and business stakeholders.

 Acts as a coordination point between technical teams and e-commerce operations.

 Support business users in understanding system issues and operational impacts.

QUALIFICATIONS

 Bachelor’s degree in Information Technology, Computer Science, or related field.

 2–3 years of experience in IT Support, E-Commerce Support, or Application Support roles.

 Strong understanding of e-commerce platforms, preferably Magento.

 Knowledge of the Shopee, Lazada, and Grab platforms, online marketplaces, or digital platforms is highly desirable.

 Knowledge of web technologies (APIs, front-end/back-end flow, integrations).

 Experience with incident management and ticketing systems.

 Strong analytical, troubleshooting, and problem-solving skills.

 Good communication and stakeholder coordination skills.

 Willing to work in shifting schedules, weekends, holidays, and provide on-call support when required.