N2 Support Deputy Manager

Description

**Job Description** ---------------------- Responsible for handling, diagnosing, and resolving critical incidents and advanced technical problems to ensure operational continuity. Key Responsibilities: * Diagnose and resolve complex technical problems that exceed N1 support capabilities\. * Escalate promptly to corporate teams when necessary, ensuring clear and complete communication. * Track and analyze recurring issues. * Identify and eliminate root causes to prevent future incidents. * Develop and propose process automation. * Monitor systems and services to detect potential failures before they impact the business. * Implement corrective and preventive actions based on trends and metrics. * Participate in maintenance windows and off-hours support, as per the established schedule. * Act as the immediate next technical escalation point to reduce resolution time. * Minimize unnecessary escalations to development and other areas. * Create and update technical procedures, troubleshooting guides, and knowledge bases. * Propose improvements to support processes and tools. Key Aspects of the Environment: The N2 Support Engineer is responsible for handling, diagnosing, and resolving critical incidents and advanced technical problems that cannot be resolved by first-level (N1\) support. Their primary objective is to ensure operational continuity, reduce average resolution time, and avoid unnecessary escalations to development or corporate teams. Additionally, they conduct proactive and reactive analyses to identify and eliminate root causes, contributing to continuous improvement of infrastructure and applications. Strong written and verbal communication skills are required. Sodimac’s operations require the N2 Support Deputy Manager to have flexible availability, including extended-hour coverage during scheduled windows.**Candidate Requirements** -------------------------- * Degree in Systems Engineering, Computer Science, Telecommunications, or related field. * Minimum 3 years of technical support experience. * Experience resolving critical incidents and analyzing complex problems. * Knowledge of server and desktop operating systems (Windows, Linux). * Networking knowledge — intermediate level (TCP/IP, VPN, firewalls). * Database knowledge — intermediate level (SQL) (MySQL / Oracle / SQL Server). * Familiarity with monitoring and incident management tools (Jira). * Knowledge of virtualization and cloud services (GCP preferred). * Knowledge of automation and scripting (Desirable: Rundeck, Ansible). * Certifications preferred: ITIL Foundation, and certifications in operating systems, databases, networking, or cloud. **Selection Process** ------------------------ Join our team and become part of Falabella’s transformation: 1\. Apply to this position. 2\. Check your email. **About Us** ------------------ We are over 88,000 people who work every day toward our firm Purpose — Simplify and Enjoy Life More. We operate in 9 countries and comprise five major brands across diverse industries: Falabella Retail, Sodimac, Banco Falabella, Tottus, and Mallplaza. Each brand shapes who we are, and together — as One Team — we strive daily to reinvent ourselves and exceed our customers’ expectations. A team full of dreams that makes things happen. We dare to launch and innovate, take risks, and create opportunities that keep us at the forefront — driving us to continuously reinvent ourselves to deliver the best shopping experience at every touchpoint with us.