Job
Description
Position Summary... 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. Walmarts 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 About the Role We are looking for a Manager to lead day-to-day operations of the Integrated Command Center (ICC) — a 24x7 team based in Chennai that provides Level 1 IT support across Associate Experience & Digital Transformation(AEDT) endpoint technologies, primarily via phone. The ICC is on a journey of transformation — moving from a traditional call-based support model to a modern, monitoring-enabled support function. As a Manager, you will play a critical role in stabilizing and scaling support operations, ensuring high service quality, and coaching a strong frontline support team. You will be responsible for maintaining operational excellence, ensuring SLAs are met, coaching the team for performance, and collaborating with cross-functional teams to drive problem resolution and continuous improvement. Key Responsibilities Service Desk Operations Manage the daily functioning of the service/monitoring desk, ensuring timely and effective resolution of alerts, incidents, requests, and inquiries. Monitor alerts, ticket queues, shift handovers, incident ageing, and team workload to maintain SLA adherence. Implement and enforce SOPs for call/alert handling, ticket management, and escalation. People Management Lead a team of L1 support analysts/Monitoring agents working in a 24x7 environment; oversee shift planning, rostering, and coverage. Coach and mentor team members to improve technical troubleshooting, communication, and customer service skills. Conduct performance reviews and support individual development plans. Process Improvement Ensure compliance with ITIL-based processes for Incident, Problem, and Request Management. Identify recurring issues and collaborate with engineering/product teams to support root cause analysis and resolution. Participate in continuous service improvement initiatives to reduce repeat incidents and improve response times. Stakeholder Communication Act as the first line of escalation for major incidents and service-impacting events. Coordinate with engineering, infrastructure, and other resolver groups to ensure fast resolution and proactive communication. Assist in preparing reports, dashboards, and service metrics for leadership reviews. Monitoring & Insights Support Support efforts to evolve the service desk into a proactive monitoring center by helping implement alert-handling processes and data correlation techniques. Participate in pilots and adoption of monitoring tools and automation initiatives. What You Will Bring 8–12 years of experience in IT Operations or Service Desk roles, with at least 2–3 years in a team lead or manager capacity. Strong working knowledge of endpoint support, service desk tools (like ServiceNow), and call/ticketing workflows. Hands-on experience in ITSM processes with a solid understanding of Incident Management and SLAs. ITIL Foundation Certification is required; Intermediate/Operations-level certifications are a plus. Experience working in 24x7 environments with rotational shifts and distributed teams. Excellent people management, communication, and stakeholder handling skills. Ability to work under pressure, prioritize tasks, and handle escalations with confidence. Exposure to usage of AI, monitoring platforms, alert workflows, or basic automation is an added advantage. Experience working in hybrid support environments (chat, phone, email). Prior experience in transitioning or stabilizing service desk teams is desirable. About Walmart Global Tech Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. Thats what we do at Walmart Global Tech. Were a team of software engineers, data scientists, cybersecurity experts and service professionals within the worlds 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, were 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 welcoming 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 R-2188421 Show more Show less
