Graduate E-commerce IT Support (based in Tordera Massimo Dutti HQ - Barcelona, Spain)
Hey Massimo Dutti. In e-commerce, behind every seamless experience there is a constant process of monitoring, solving, improving and coordinating. At Massimo Dutti, we understand digital operations as a continuous flow: identifying incidents, analysing their root cause, coordinating solutions and optimising processes to ensure stability and quality across all platforms. We are looking for a Graduate E-commerce Operations & Support Specialist who wants to be part of this process. Someone with a strong technical and analytical mindset enjoys understanding how systems work, solving complex issues and collaborating with different teams to ensure the smooth operation of our e-commerce platforms. Caring for operational excellence, system reliability and continuous improvement is part of the way we work. Each solution is built through collaboration between technology and business teams, with a constant focus on quality, efficiency and scalability. If you are motivated by problem-solving, process optimisation and working in a dynamic digital environment, this challenge could be for you.
Main Responsibilities Manage incidents and service requests: register, prioritise, follow up and resolve (or escalating) operational issues ensuring clear communication and proper response times.
Analyse incidents both functionally and technically, identifying root causes and coordinating solutions with involved teams.
Act as a central point of support between business and technical teams, ensuring alignment and proper prioritisation.
Maintain and improve operational documentation, contributing to knowledge bases and AI-driven support tools.
Drive continuous improvement by identifying opportunities to optimise processes, automation and service quality.
Monitor, track and provide visibility on KPIs related to incident management and platform performance.
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