Staff, IT Operations Engineer (GTS IT)

This role is an integral part of Coupang's GTS IT team to support our domestic/global sites. The Staff IT Operations Engineer is responsible for end-user support related to endpoint and infrastructure technology issues, requiring strong organizational skills and attention to detail. The ideal candidate should be a clear communicator who works well across departments within GTS IT and displays strong stakeholder & vendor management skills.

Key Responsibilities:

• Plan and operate IT services, continuously improving and automating high volume daily service tickets through innovative processes and deep analysis
• Improve end-user experience through analysis and innovative solutions
• Operate and provide maintenance support for IT endpoint equipment and devices
• Manage IT assets and report regularly
• Perform continuous process improvements for efficient IT operations
• Work with stakeholders and relevant business teams
• Troubleshoot and monitor LAN/WLAN/WAN activities and utilization
• Resolve basic networking problems and manage incident response tickets
• Identify, report, and resolve poorly performing system issues
• Collaborate with global IT teams to implement/execute change requests and support in-house IT projects

Required Qualifications:

• 12+ years of related work experience
• Experience in IT device operation, configuration, and asset management
• Strong skills in managing end-user service quality and communication with business teams
• Excellent interpersonal, verbal, and written communication skills
• Basic background in network administration and architecture
• Understanding of communication protocols with business teams
• Experience with network diagnostic, monitoring, and analysis tools

Preferred Qualifications:

• Experience in ITIL-based IT service operations or Infrastructure Workplace projects
• PMP-based project experience
• Experience supporting large-scale company and customer service centers
• Knowledge of Windows/Mac-book, Endpoint/MDM security programs, Active Directory, and wired/wireless networks
• Time-conscious, focused, organized, and results-driven approach

This position offers the opportunity to work in a fast-paced, innovative environment at one of South Korea's leading e-commerce companies. The successful candidate will play a crucial role in maintaining and improving IT operations to support Coupang's continued growth and success.