Operations Support – Manager II 9 views

Job Title – CSII Operations Support – Manager II

Career Level: IN 4 PM

Location: Chennai

About Global Tech.

Imagine working in an environment where one line of code can make life easier for hundreds of millions of people and put a smile on their face. Thats what we do at Walmart Global Tech. Were a team of 15,000+ software engineers, data scientists and service professionals within Walmart, the worlds largest retailer, delivering innovations that improve how our customers shop and empower our 2.3 million associates. To others, innovation looks like an app, service or some code, but Walmart has always been about people. People are why we innovate, and people power our innovations.Being human-led is our true disruption.

Team and Position Summary:

Retail and Emerging Tech: This is the team which builds reusable technologies that aid in acquiring customers, onboarding and empowering merchants besides ensuring a seamless experience for both these stakeholders. They also optimize tariffs and assortment, adhering to the Walmart philosophy – Everyday Low Cost. In addition to ushering in affordability, they also create personalized experiences for customers the omnichannel way, across all channels – in-store, on the mobile app and websites.

Our team is responsible for design, development, and operations of large-scale data systems operating at petabytes scale. We focus on real-time indexing pipelines, web crawling, streaming analytics, distributed machine learning infrastructure. We interact with multiple teams across the company to provide scalable robust technical solutions.

Position Responsibilities:

Independently own and address and resolve applications issues, provide updates and perform root cause analysis.

Plan, execute and implement applications and configuration change procedures

Supervise all alerts related to application and system procedures and provide services proactively.

Maintain good professional relationships with counterparts of engineering, Platform support and end Users etc.

Gain and maintain expertise in flow of application process and systems related to domain

Flexibility – responsibilities may require occasional evening and weekend work

Coordinate across teams and resolve all complex application and system issues ranging in complexity (Low to Critical)

Install and prepare tools required for proper functioning of applications on regular basis.

Coordinate with departments and QA departments and administer code migrations in various environments and production outputs.

Manage all production system and recommend ways to optimize performance and provide solution to problems and prepare reports for all problems.

Follow standards and best practises to bring operational efficiencies, stability and availability of the system.

Comprehend various metrics on operational dashboards and reports and take corrective actions

Manage all production system and recommend ways to optimize performance and provide solution to problems and prepare reports for all problems.

Assisting with systems integration

Issue management and problem management – ensuring comprehensive database of queries and resolutions is kept up to date

Additional Qualifications:

An Engineering Degree – B.E/B.Tech/MS/PhD in any stream Computer Science preferred.

8-12 + years of relevant experience with the following skills

knowledge of operating systems, Databases, application stacks and network systems

Previous experience dealing with support cases or requests via e-mail, telephone and in person

Basic systems ,software engineering and Architecture knowledge

Ability to code/Script in one of the languages (C#, Python and Java) and working knowledge of SQL and Databases

Basic knowledge and understanding in emerging technologies of Cloud, Distributed computing and big data

Worked on monitoring and alerting tools

Automation experiences using scripting and tools

ITSM knowledge

Worked/supported customer facing large scale enterprise applications

Designed and dev eloped/set-up monitoring and alerting tools. mechanism to identify issues proactively

understanding of Logging techniques (various levels) and ability to use log for alerting and monitoring

Experience developing and managing a team of engineers

Experience working in a fast-paced, results-oriented environment

Experience of minimum of 7 years leading a technical support team

Experience of managing in a highly intensive and time-sensitive geographically dispersed product support organisation

Experience with complex system performance data analysis, system troubleshooting and applied technical problem solving skills to effectively manage operations.

Proven experience managing escalated accounts and driving incident, problem, and escalation management to successful resolutions

Proven ability to manage ambiguity and a preparedness to take on what is necessary to get things done

Proven work experience overseeing all aspects of the Technical Support management including staffing, shift operations, products, technology etc.,

Expertise in developing/enhancing the key support metrics to measure the effectiveness of the team members, processes, operations with the goal of achieving higher employee satisfaction and customer CSAT/NPS scores.

Walmart Inc. is an Equal Opportunity 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 diversity- unique styles, experiences, identities, ideas and opinions while being inclusive of all people.

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  • Location INDIA

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