Position Summary...

Job Description
Shift Manager – Global Helpdesk
Outline of Role:

We are currently seeking Shift lead/Manager for the IT Helpdesk. The IT Helpdesk function plays a critical role in Walmart’s IT environment acting as the Single Point of Contact (SPOC) for Walmart Associates. This is one of the functions within Walmart’s client services team that interfaces with IT users. It covers issues including but not limited to End user Computing, Server, Network, Collaboration, AV Support and other campus Infrastructure Services. This position is responsible for overseeing the day to day IT operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

What you'll do...

About Team

The Associate Experience & Digital Transformation(AEDT) team manages Client Services Engineering & support, Campus Technology, Enterprise Content and collaboration tools for the organization. We support a large heterogenous enterprise environment that includes, but not limited to Windows, MAC and Linux based end user systems, VDI, O365/Exchange, Endpoint vulnerabilities and manage related compliances.

Walmart’s Enterprise Business Services (EBS) is a powerhouse of several exceptional teams delivering world-class technology solutions and services making a profound impact at every level of Walmart.  

As a key part of Walmart Global Tech, our teams set the bar for operational excellence and leverage emerging technology to support millions of customers, associates, and stakeholders worldwide. Each time an associate turns on their laptop, a customer makes a purchase, a new supplier is onboarded, the company closes the books, physical and legal risk is avoided, and when we pay our associates consistently and accurately, that is EBS. Joining EBS means embarking on a journey of limitless growth, relentless innovation, and the chance to set new industry standards that shape the future of Walmart.

Job Description

Shift Manager – Global Helpdesk

Outline of Role:

We are currently seeking Shift lead/Manager for the IT Helpdesk. The IT Helpdesk function plays a critical role in Walmart’s IT environment acting as the Single Point of Contact (SPOC) for Walmart Associates. This is one of the functions within Walmart’s client services team that interfaces with IT users. It covers issues including but not limited to End user Computing, Server, Network, Collaboration, AV Support and other campus Infrastructure Services. This position is responsible for overseeing the day to day IT operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

What you will do:

Responsibilities include, but are not limited to

• Create, manage and maintain service desk process and ensure that standards are followed. This includes creating a strategy for a global support organization, building the organization, creating respective policies and implementing them, and consolidate support work from regional offices to the global service desk.
• Manage and lead the end-to-end ITSM service (operational, tactical, and strategic)
• Identify and implement ITIL best practices that will be adopted by the organization
• Provide strategic direction for Incident Management, Problem Management and Ticket Management Lifecycle (Ageing tickets Monitoring, Queue monitoring, etc..) and ensure effective implementation and governance
• Lead the processes for Problem Management in the resolution of complex/recurring issues
• Define, develop and manage KPIs through process compliance, dashboards
• Monitor critical and high priority incidents to ensure the Service Level Agreements are met
• Drive continuous process improvement
• Own the overall quality of the process and oversee the management and compliance of those processes
• Lead the technical support team to provide excellent customer service and drive quicker resolution of all technical issues
• Drive Escalation for high priority issues: Bridge, Communicate to End Users, Pull relevant people depending on the situation
• Assist in staff recruitment, training, performance evaluation, promotion, retention and termination activities
• Work in a 24/7 environment with rotating shifts
• Responsible for client interaction in order to address client concerns/issues/projects/requests
• Ensure adherence to all department and company policies, processes and procedures

What you will bring:

• 8+ years of experience in IT Operations function in medium to large corporations, with specialization in Service Management, back-office systems including Operations, ITSM, Service Desk and infrastructure
• 3+ years of experience as a shift lead/Manager for global service desk
• Experience in Service Management using ITIL, ITSM framework, Vendor and SLA Management., handling incidents, crisis management, troubleshooting techniques, root cause analysis and change management
• ITIL Foundation Certification is a mandate; Intermediate – Service Operations certification will be looked upon favourably
• Strong orientation to Technology Service Desk Operational prerequisite, e.g. Metrics, KPIs, and associated reporting
• A data-driven perspective, understanding the importance of reliable tracking and measurements in the context of continuous improvement
• Comfort as both a hands-on individual contributor and a leader who can drive the efforts of several teams
• A keen sense of ownership, speedy execution, and scrappiness
• Capable of creating effective delivery strategies and managing priorities in a fluid and dynamic environment, including a strong ability to multi-task and take ownership of the current IT processes from the get-go
• Ability to work under broad direction and minimal supervision
• Excellent communication / documentation skills; attention to detail
• Flexible and Open to working in a 24x7 environment with rotating shifts including holidays
• “nice to have” or “desired”: Experience with data set tools such as PowerBi & Tableau creation, DataBricks and Dataiku, etc…

About Walmart Global Tech

Imagine working in an environment where one line of code can make life easier for hundreds of millions of people.  That’s what we do at Walmart Global Tech. We’re a team of software engineers, data scientists, cybersecurity expert's and service professionals within the world’s leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered. 

We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail.

Flexible, hybrid work
We use a hybrid way of working with primary in office presence coupled with an optimal mix of virtual presence. We use our campuses to collaborate and be together in person, as business needs require and for development and networking opportunities. This approach helps us make quicker decisions, remove location barriers across our global team, be more flexible in our personal lives.

Benefits
Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.

Belonging

We aim to create a culture where every associate feels valued for who they are, rooted in respect for the individual. Our goal is to foster a sense of belonging, to create opportunities for all our associates, customers and suppliers, and to be a Walmart for everyone.

At Walmart, our vision is "everyone included." By fostering a workplace culture where everyone is—and feels—included, everyone wins. Our associates and customers reflect the makeup of all 19 countries where we operate. By making Walmart a welcoming place where all people feel like they belong, we’re able to engage associates, strengthen our business, improve our ability to serve customers, and support the communities where we operate.

Equal Opportunity Employer

Walmart, Inc., is an Equal Opportunities Employer – By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Bachelor's degree in computer science, information technology, engineering, computer information systems, or related area and 8 years’ experience in production support, software support, or technical support.

2 years’ supervisory experience

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Both software and hardware troubleshooting., Technical support operations, account management, customer support, automation, analytics, reporting, supply chain, retail, or eCommerce.

Primary Location...

Rmz Millenia Business Park, No 143, Campus 1B (1St -6Th Floor), Dr. Mgr Road, (North Veeranam Salai) Perungudi , India