IT Operations Coodinator at VTEX

São Paulo, State of São Paulo, Brazil

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, E-commerceIndustries

Requirements

Experienced in coordinating IT Operations, Service Desk, or technical support teams
Proficient with ITSM tools (e.g., Jira Service Management, Zendesk)
Familiar with IT asset management (ITAM) processes and ITIL best practices
Knowledgeable in access management (IAM) and identity governance fundamentals
Intermediate or advanced English (to interact with global teams)
Strong leadership skills, operational organization, and a focus on service excellence
Based in São Paulo and willing to go to the office 4x1

Responsibilities

Ensure accurate global inventory control of notebooks, monitors, and all end-user devices
Plan hardware refresh cycles, replacement of obsolete equipment, and proper disposition of retired assets
Anticipate demand based on headcount movements and generate forecasts for future purchases
Oversee the full asset lifecycle (procurement, distribution, maintenance, decommissioning)
Manage device-related service requests, ensuring SLA compliance and service quality
Supervise first-level technical support in the São Paulo and Rio de Janeiro offices
Coordinate remote support for additional locations, ensuring consistency of global service delivery
Drive continuous improvement of user experience and support automation for recurring requests
Execute access provisioning and deprovisioning processes aligned with IAM-defined workflows and controls
Ensure SLA compliance and accuracy of access records
Collaborate with the security team on audits and periodic access reviews
Monitor performance and satisfaction metrics (SLA, NPS, backlog)
Recommend improvements to support processes, inventory management, and asset governance
Ensure adherence to internal policies and established security and governance standards

Skills

Key technologies and capabilities for this role

Device ManagementAsset Lifecycle ManagementInventory ControlTechnical SupportService DeskAccess ProvisioningAccess DeprovisioningIAMSLA ManagementHardware RefreshUser Experience ImprovementIT Operations Coordination

Questions & Answers

Common questions about this position

What is the work arrangement or location requirement for this role?

The role requires you to be based in São Paulo and willing to go to the office 4x1, meaning four days in the office and one remote.

What skills and experience are required for this IT Operations Coordinator position?

Candidates need experience coordinating IT Operations, Service Desk, or technical support teams, proficiency with ITSM tools like Jira Service Management or Zendesk, familiarity with ITAM processes and ITIL best practices, knowledge of IAM and identity governance, intermediate or advanced English, and strong leadership and organizational skills.

Is there a salary or compensation mentioned for this role?

This information is not specified in the job description.

What does VTEX say about its company culture or team?

VTEX has over 1,400 employees across global offices including São Paulo and Rio de Janeiro, focuses on leading high-tech industry innovation, and emphasizes service excellence, global alignment, and continuous improvement in IT operations.

What makes a strong candidate for this IT Operations Coordinator role?

A strong candidate has hands-on experience leading IT operations or service desk teams, expertise in ITSM/ITAM/ITIL/IAM tools and processes, advanced English for global collaboration, and proven leadership with a focus on SLAs, user experience, and operational efficiency.

VTEX

Digital commerce platform for enterprises

About VTEX

VTEX provides a digital commerce platform designed for enterprises to enhance their selling and fulfillment processes. The platform allows businesses to integrate orders and inventory across various sales channels, which helps optimize fulfillment and delivery. VTEX's solution is customizable and offers an all-in-one approach that enables companies to improve their digital commerce strategies, increase conversion rates, and establish direct-to-consumer marketplaces. Unlike many competitors, VTEX emphasizes rapid deployment and extensive out-of-the-box capabilities, along with seamless integration with third-party sellers, allowing businesses to explore new revenue opportunities. The company's goal is to empower enterprises to efficiently navigate the digital commerce landscape and achieve growth through innovative selling strategies.

London, United KingdomHeadquarters

2000Year Founded

$355MTotal Funding

IPOCompany Stage

Consulting, Consumer SoftwareIndustries

1,001-5,000Employees

Risks

Integration challenges from acquisitions may disrupt service delivery and customer satisfaction.

Rising customer acquisition costs could impact VTEX's profitability if not managed effectively.

Dependence on third-party integrations poses risks if partners face operational issues.

Differentiation

VTEX offers a composable commerce platform, allowing tailored eCommerce solutions for businesses.

The platform integrates seamlessly with third-party sellers, enhancing revenue streams and market reach.

VTEX's rapid deployment and extensive out-of-the-box capabilities set it apart from competitors.

Upsides

Acquisitions of Newtail and Weni enhance VTEX's retail media and AI-powered customer service.

Partnership with Pinterest expands VTEX's social commerce capabilities, reaching more consumers.

VTEX's B2B and B2C solutions position it well in the growing digital commerce market.

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