Walmart Chile Achieves Operational Excellence with 24/7 L2/L3 Soporte

El Desafío

As one of the largest retailers in Chile, Walmart needed a reliable support partner to manage their complex commerce platform operations. Key challenges included:

• Round-the-clock availability: Required 24/7/365 support coverage for critical e-commerce operations
• Rapid incident response: Needed expert L2/L3 support engineers to quickly diagnose and resolve complex technical issues
• Platform stability: Maintain high uptime and performance across peak traffic periods and promotional events
• Bilingual support: Required Spanish and English-speaking engineers familiar with LATAM market requirements

La Solución

24/7 L2/L3 Soporte Servicios

• Dedicated team of certified engineers providing round-the-clock platform monitoring and support
• Multi-timezone coverage with bilingual support teams in LATAM and North America
• Proactive monitoring and alerting to identify issues before they impact customers
• Incident management with defined SLAs for response and resolution times

Managed Servicios Excellence

• Platform health monitoring and performance optimization
• Regular maintenance windows for updates and patches
• Detailed incident reporting and root cause analysis
• Knowledge base development and documentation
• Escalation procedures and war room coordination during critical incidents

Resultados

Tecnologías y Servicios