Walmart Global Tech India Looking for Manager – IT Operations at Bengaluru, Karnataka Full Time

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. That’s what we do at Walmart Global Tech. We’re a team of 15,000+ software engineers, data scientists and service professionals within Walmart, the world’s 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.

Our Team

The Associate Digital Experience (ADE) team manages the Campus Technology and Client Services(End user computing) support for the organization. We support a large heterogenous enterprise environment that support Windows, MAC and Linux based end user systems and corporate network, server and virtualization environments

Manager – IT Operation

We are currently seeking IT Operations Manager for the Campus experience team. The campus experience 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 management of the IT helpdesk team, representing the team to other stakeholders, and helping to ensure that the helpdesk is constantly developing and improving.

Responsibilities:
1) Create, manage and maintain IT helpdesk 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.

2) Responsible for providing Provide seamless tech experience to associates at our campuses with a vision to increase associate productivity and influence return to campus.

3) Manage and lead the end-to-end ITSM (operational, tactical, and strategic)

4) Identify and implement ITIL best practices that will be adopted by the organization

5) Provide strategic direction for Incident Management, Problem Management and Ticket Management Lifecycle (Ageing tickets Monitoring, Queue monitoring, etc..) and ensure effective implementation and governance

6) Lead the processes for Problem Management in the resolution of complex/recurring issues

7) Define, develop and manage KPIs through process compliance, dashboards

8) Monitor critical and high priority incidents to ensure the Service Level Agreements are met

9) Drive continuous process improvement

10) Own the overall quality of the process and oversee the management and compliance of those processes

11) Lead the technical support team to provide excellent customer service and drive quicker resolution of all technical issues

12) Drive Escalation for high priority issues: Bridge, Communicate to End Users, Pull relevant people depending on the situation

13) Assist in staff recruitment, training, performance evaluation, promotion, retention and termination activities

14) Responsible for associate/leadership interactions in order to address concerns/issues/projects/requests

15) Ensure adherence to all department and company policies, processes and procedures

Requirements:
1) 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

2) 3+ years of experience as a shift lead/Manager for IT helpdesk teams

3) Experience in Service Management using ITIL, ITSM framework, Vendor and SLA Management., handling incidents, crisis management, troubleshooting techniques, root cause analysis and change management

4) ITIL Foundation Certification is a mandate; Intermediate – Service Operations certification will be looked upon favourably

5) Strong orientation to Technology Service Desk Operational prerequisite, e.g. Metrics, KPIs, and associated reporting

6) A data-driven perspective, understanding the importance of reliable tracking and measurements in the context of continuous improvement

7) Comfort as both a hands-on individual contributor and a leader who can drive the efforts of several teams

8) A keen sense of ownership, speedy execution, and scrappiness

9) 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

10) Ability to work under broad direction and minimal supervision

11) Excellent communication / documentation skills; attention to detail

12) Flexible and Open to working in a 24×7 environment with rotating shifts including holidays

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.”