Walmart Stores SUNNYVALE, CA

About the Job

Position Description

The Walmart eCommerce team is rapidly innovating to evolve and define the future state of shopping.. Explore our career enhancing job opening!
We are seeking someone that can analyze availability impacting our world class websites incidents and problems to determine ways to improve our customer journey availability. Establish measures and reporting capabilities that provide meaningful site availability metrics.
Programming and scripting skills to create Service Now and Tableau dashboards as required. You should be able to slice and dice Incident/Problem data to develop trending and analysis reports to help our partners identify hot spots needing attention.

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 3–5 Years Experience working in Problem or Service Management
• Excellent verbal and written communications
• Experience working closely with cross-functional teams to identify causal factors
Working knowledge of incident tracking tools such as Jira, ServiceNow, Remedy, etc.
Strong analytic/diagnostic skills and attention to detail
• Experience working in ecommerce, problem management, or Site Reliability

Additional Preferred Qualifications

• Great attitude – enjoy meeting with people
o You will meet people across the organization
• Excellent written/verbal Communications skill
o You will host meetings and write up notes
• Curious and creative
o Looking for someone that is spontaneous and asks many questions from various angles
• Ability to deep dive into incident data
o You will review site impacting incidents and dive into causal factors to find short/long term solutions
• Able to reach root cause
o You will work with a team of technical staff to help reach root cause
• Ask probing questions
o Ask probing questions that lead to data gathering
• Dashboard creation and updating
o Create Tableau and Service Now dashboards
• Programming skills
o Python scripting for reporting/dashboarding purposes
• Able to slice and dice analytical data
o Good analytical skills to help interpret data and present in meaningful ways

Company Summary

As the world’s largest retailer, we are on a mission to help people save money and live better.  With the help of some of the brightest minds in technology, merchandising, marketing, supply chain, talent and more, we are reimagining the intersection of digital and physical shopping to help achieve that mission.

Position Summary

The Sr. Service Manager is responsible for coordinating the processes and activities that focus on problem identification, root cause analysis, incidents avoidance, and the completion of associated error resolution tasks of problems resulting from incidents in the production environment. Work closely with cross-functional teams to identify and report on incident trends and drive proactive efforts to prevent problems from occurring. Interface with infrastructure teams to highlight key issues and initiate error resolution activities.
Effectively communicate awareness, issues, trends, and status to the company stakeholders and leaders. Increase visibility and communication of problems to leadership.