Position Summary...

What you'll do...

About Team

Walmart’s 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.

The Tech Spot team is dedicated to delivering top-notch technology solutions and exceptional support to empower associates across the organization. We manage and oversee a wide range of IT infrastructure, including endpoint management, network systems, and enterprise-level applications. Our team supports a diverse and dynamic environment that spans across multiple platforms, including Windows, Mac, and Linux-based systems, while ensuring seamless connectivity and performance across the corporate network and server systems.

At the heart of our mission is providing an unparalleled associate experience by offering proactive support, strategic solutions, and seamless user integration. We specialize in the end-to-end management of technology, from the design, deployment, and maintenance of cutting-edge workspaces to the administration of enterprise collaboration tools and conferencing solutions. Our vision is to create reliable, modern, and user-friendly technology solutions that foster innovation, enhance collaboration, and deliver a consistent, high-performance digital experience for all associates.

By joining Tech Spot, you embark on an exciting journey of growth, innovation, and endless opportunities to shape the future of our digital ecosystem. Together, we push boundaries and set new standards in the tech industry, ensuring that associates’ experiences remain seamless, efficient, and empowering.

What you will do

• Team Leadership and Management:
  • Directly manage and mentor the IT desk support team (Tech Spot/Executive Support) to achieve high performance and service delivery standards.
  • Conduct regular performance reviews, provide constructive feedback, and identify training and development opportunities for team members.
  • Foster a collaborative and supportive team environment, promoting knowledge sharing and continuous improvement.
  • Establish clear roles, responsibilities, and performance expectations for team members.
  • Manage team schedules, workload distribution, and resource allocation to ensure optimal service coverage.
• IT Service Delivery and Support:
  • Oversee the day-to-day operations of the IT desk support team, ensuring timely and effective resolution of end-user IT issues.
  • Manage and prioritize IT service requests and incidents, adhering to Service Level Agreements (SLAs) and ensuring high customer satisfaction.
  • Develop and maintain a robust knowledge base and documentation to facilitate efficient troubleshooting and problem resolution.
  • Manage helpdesk queue to track and manage service requests and incidents.
  • Provide executive-level IT support, ensuring prompt and discreet resolution of critical issues.
• IT Infrastructure and System Management:
  • Oversee the installation, configuration, maintenance, and troubleshooting of hardware and software systems, including Windows and macOS environments.
  • Strong understanding on network infrastructure and security.
  • Strong knowledge on manage IT asset management, licensing, and procurement processes, ensuring accurate inventory and compliance.
• IT Policy and Procedure Development:
  • Develop, implement, and enforce IT policies, procedures, and best practices to ensure consistent and efficient service delivery.
  • Ensure compliance with relevant industry standards and regulations, such as ITIL.
  • Document and maintain IT processes and procedures, ensuring clear and accessible information for team members and end-users.
• Collaboration and Communication:
  • Collaborate with peers across geo location to optimize technology solutions and ensure alignment with business objectives.
  • Communicate effectively with end-users, stakeholders, and management regarding IT issues, service updates, and project progress.
  • Participate in IT planning and strategy development, providing input on technology solutions and service improvements.
  • Provide clear and concise reporting on support metrics.
• Continuous Improvement:
  • Evaluate and implement IT solutions to improve operational efficiency and enhance service delivery.
  • Monitor IT service performance metrics and identify areas for improvement.
  • Conduct regular service reviews and implement corrective actions to address performance gaps.
  • Stay up to date on new and emerging technologies, and provide recommendations for implementation.

What you will bring

• Education:
  • Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience:
  • Minimum of 8 – 10 years of progressive IT support experience, with a proven track record of success.
  • Minimum of 2 years of experience in a managerial or supervisory role, demonstrating strong leadership and team management skills.
• Technical Skills:
  • Strong understanding of IT service management (ITSM) frameworks, such as ITIL, with practical experience in implementing and managing IT service processes.
  • Proficiency in troubleshooting and resolving issues related to Windows and macOS operating systems, hardware, software, and network infrastructure.
  • Experience with helpdesk management tools (e.g., ServiceNow, Jira Service) and enterprise IT solutions (e.g., Active Directory, Microsoft 365).
  • Experience with asset management software.
• Soft Skills:
  • Excellent leadership, communication, and interpersonal skills, with the ability to effectively manage and motivate a team.
  • Strong problem-solving and analytical skills, with the ability to identify and resolve complex IT issues.
  • Excellent customer service skills, with a focus on providing prompt and professional support.
  • Ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
  • Strong documentation skills.
  • Ability to work well with all levels of an organization.

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.

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, we’re able to engage associates, strengthen our business, improve our ability to serve customers, and support the communities where we operate.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

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 and 3 years’ experience in project management, program management, program operations, or related area.
Option 2: 5 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.

Master’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 and 2 years’ experience in project management, program management, program operations, or related area.

Primary Location...

Pardhanani Wilshire Ii, Cessna Business Park, Kadubeesanahalli Village, Varthur Hobli , India