Position Summary...Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales. Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities. Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.What you'll do...
About The Team
CCC team also known as Command and Control Centre forms the nerve centre of Walmart . The team works across multiple technology groups to ensure the stability and reliability of the company's critical e-commerce infrastructure. The team functions by collaborating internally with TDO (Technical duty officers and SRE (Site reliability engineering) for faster detection and mitigation of incidents The team is aimed at proactively maintaining mission critical infrastructure, cloud platforms, micro services, tools and processes to ensure highest levels of availability and reliability across the Global technology platforms. CCC plays a important role in leading all major incident responses and orchestrating for faster mitigation.
What You’ll Do:
You're right for the job if you are comfortable leading our major incident response team as part of a technical team of engineer’s laser focused on restoring service across complex distributed systems. You'll excel if you have enthusiasm for digging deep, and a flare for sharp technical communication, prioritization and organization. You will work directly with our SRE, Engineering and DevOps teams to support our next generation “always up” cloud-based e-commerce platforms.The CCC Site Reliability Operations Engineer is responsible for pro-actively monitoring, detecting and resolving site issues before they become customer and availability impacting. Technically you will understand the full end to end stack and use this knowledge to detect errors/failures and take corrective action to mitigate. During a major incident, you will draw on your technical skills and knowledge to triage and troubleshoot, differentiating between symptom and cause, to help restore impacting issues. Your ability to continuously challenge yourself and develop a strong network within your peer group will see you exceed in this role. Our goal is to protect the customer experience and deliver outstanding levels of availability.Assist Walmart Store/Distribution Centre associate’s in their day-to-day issues related to store functions. Above includes Call & Incident support across various queues. Handle Major Incidents Follow the SOP for troubleshooting and get resolutions for issues reported by Store operations team. Must be able to do multitasking whenever needed. Flexible in Shift & Support hours
What You’ll Bring
- Associate's degree in information technology or related field.
- 3 years’ experience in information technology or related field. 3 years’ experience with information technology systems (for example, hardware, software) for stores, distribution centers, and mainframes.
- 3 years’ advanced experience with Excel (for example, creating macros, developing formulas, using pivot tables). 2 year’s experience using basic word processing and email software (for example, Word, Outlook). 3 – 5 year’s experience conducting problem or incident management.
- 3 year’s experience working at an information technology call center or service help desk.
- ITIL 4 Certification
- An Engineering Degree - B.E/B.Tech/MS in any stream
- 3-7 years of relevant experience, Minimum of 7 years of experience with major incident handling.
- Hands on experience in managing operations teams.
- Previous experience on leading a team would be added advantage.
- Xmatters workflow integration with scalability, resiliency and performance
- Assist Walmart Store/Distribution Center associate’s in their day-to-day issues related to store functions.
- Support through Call functioning for internal escalations.
- Follow the SOP for troubleshooting and get resolutions for issues reported by Store operations team.
- Must be able to do multitasking whenever needed.
- Flexible in Shift & Support hours
- Expert level understanding of incident management processes and procedures.
- Calm under pressure when participating in major incident response.
- Deep technical understanding of core infrastructure, cloud services, platforms and micro-services.
- Ability to understand and capture key data from logs at an expert level.
- Ability to understand traffics flows and key dependencies between services.
- Ability to effectively triage – be able to detect and determine symptom vs cause.
- Detect and quantify impact.
- Expert level troubleshooting skills using a diverse set of tools and methods
- Analyse trends to pro-actively prevent incidents.
- Focus on immediate restoration vs root cause.
- Research and recommend alternative actions for incident resolution – Develop procedures and documentation to support this.
- Create and maintain procedural documentation.
- Identify and drive continuous improvement efforts to reduce waste (eliminate, automate or streamline).
- Absorb knowledge and understand complex distributed systems - ability to share and impart this knowledge into your peer group and beyond.
- Build tools to improve visibility, pro-actively detect issues and restore system availability.
- Develop automation and self-healing with DevOps, Engineering and SRE partners.
- Strong focus on collecting and inferring metrics.
- Clear communication skills.
- Ability to contribute to multiple incidents at any given time.
- Analyse systems and make recommendations to prevent possible problems. Takes lead on issue resolution activities using knowledge of complex and company-wide systems.
- Scripting and software development to automate and help enhance existing solutions.
- Experience owning, developing and evangelizing a product.
- Ability to gather requirements and build solutions into a product.
- Evangelize operational excellence
Additional responsibilities may include:
- Actively provide data for and participate in root cause analysis.
- Define CCC onboarding process and ensure they are adhered to when accepting new systems into service.
- Share knowledge globally between CCC teams.
- Analyse systems and make recommendations to prevent possible incidents.
- Strive for continuous improvement and make recommendations based on CCC process.
- Act as a technical focal point for the CCC team.
- Transition observability projects in the command centre for better visibility.
- Other duties and responsibilities as assigned.
- Customer/Member Centered: Meet Internal and External Customer/Member Needs - Identifies the requirements, expectations, and needs of customers/members. Supports and aligns with initiatives, goals, and actions focused on improving customer/member service. Addresses the concerns and issues of internal and external customers/members. Uses customer/member data, analyses, and insights to improve customer/member-related decisions.
- Judgment: Demonstrate Professional Judgment - Researches and integrates relevant information and data, and uses expertise to make recommendations or decisions. Identifies and applies sound, fact-based criteria in setting priorities and making decisions. Uses business measures and analyses to identify improvement opportunities. Probes and looks beyond symptoms to determine the root causes of problems and identify possible solutions.
- Execution and Results: Focus on Execution and Results - Aligns and pursues work activities to achieve the mission and business priorities of the organization. Shares information, practices, and resources across functions, organizations, and locations to improve performance. Effectively uses existing processes and tools to achieve performance objectives. Uses and explains major process steps to manage time, resources, and challenges to meet goals.
- Planning and Improvement: Plan for and Improve Performance - Develops and implements plans, practices, and processes to better achieve organizational goals. Develops contingency plans to manage or eliminate potential problems. Identifies and recommends ways to continually improve and streamline processes and practices.
- Influence and Communicate: Build Influence - Develops and presents logical, convincing reasons in support of one's perspectives and initiatives. Proactively shares relevant information and timely updates with appropriate people. Listens attentively and asks questions to ensure understanding. Researches information for and prepares documents and presentations that effectively convey relevant information in a timely manner.
- Ethics and Compliance: Model Ethics and Compliance - Complies with policies and procedures. Demonstrates ethical performance. Supports efforts to enforce compliance with policies and procedures.
- Adaptability: Adapt Professionally - Demonstrates creativity and strength in the face of change, obstacles, and adversity. Adapts to competing demands and shifting priorities. Updates and shares knowledge and skills to keep current in one's area of expertise. Embraces change and supports its implementation.
- Build Relationships: Form Relationships - Builds trusting, collaborative relationships and alliances across functional and organizational boundaries. Relates to others in an accepting and respectful manner, regardless of their organizational level, personality, or background. Collaborates with people from diverse backgrounds, experiences, and functional areas to discover new perspectives
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.Walmart’s culture sets us apart, and we know being together helps us innovate, learn and grow great careers. This role is based in our Chennai office for daily work, with the flexibility for associates to manage their 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.
Minimum Qualifications:As permitted by applicable law, provide evidence of full vaccination as defined by CDC guidelines OR secure approval of medical or religious accommodation for the vaccination mandate. Option 1: Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area.Option 2: 2 years' experience in project management, program management, program operations, or related area.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Primary Location...
Rmz Millenia Business Park, No 143, Campus 1B (1St -6Th Floor), Dr. Mgr Road, (North Veeranam Salai) Perungudi , India R-2322625
