Position Summary...

We are currently seeking Technology Services Engineer II role for the APEX IDC operations team. The APEX operations team 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 within campuses including the collaboration and running operations with all platform teams, representing the team to other stakeholders, business and leadership and helping to ensure that the IT functions are constantly developing and improving.

What you'll do...

Job Position Title:

Systems and Infrastructure Engineer II

Job Description Summary:

We are currently seeking Technology Services Engineer II role for the APEX IDC operations team. The APEX operations team 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 within campuses including the collaboration and running operations with all platform teams, representing the team to other stakeholders, business and leadership and helping to ensure that the IT functions are constantly developing and improving.

About Team:

We are called Associate Productivity and Experience (APEX) team. Our mission is to digitally enable the enterprise and transform associate's end to end journey via technology and process driven products and services with a focus on future ways of working both at campus and work from home (Aka Hybrid).
 

What You’ll Do:

• Create, manage and maintain IT Service Management and Operations process and ensure that standards are followed. This includes creating a strategy for a support organization, building the organization, creating respective policies and implementing them.
• Responsible for providing seamless tech experience to associates at our campuses with a vision to increase associate productivity and influence return to campus.
• Ensure high availability of IT resources in campuses across 24*7.
• Responsible for associates and business leadership interactions in order to address concerns/issues/projects/requests.
• Comes with an end-user mindset to drive an improved and transformed experience when leveraging our technology and using our processes.
• Manage and lead the end-to-end ITSM (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.
• Drive continuous process improvement.
• Own the overall quality of the process and oversee the management and compliance of those processes.
• Lead the technical L1 support team to provide excellent customer service and drive quicker resolution of all technical issues.
• Monitor and drive escalation (Bridge, Communicate to End Users, pull relevant people depending on the situation) for critical and high priority incidents to ensure the Service Level Agreements are met.
• Ensure adherence to all department and company policies, processes and procedures.

What you'll bring:

• 5+ years of overall 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.
• 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 favorably.
• 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 a hands-on individual contributor 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 and documentation skills; attention to detail.
• Role requires physical presence in office.
• Flexible and open to 24*7 shifts.

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 2 years’ experience in production support, software support, or technical support.

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, or customer support.

Primary Location...

Bldg 2 Cumulus Prestige Tech Cloud, , India