Walmart Global Tech
(IND) SENIOR MANAGER, TECHNOLOGY SUPPORT
Position Summary...
What you'll do...What you'll do...
About Team and Position Summary:
Walmart Commerce Technologies’ (WCT) mission is to enable businesses worldwide to better serve their customers with technologies and SaaS solutions powered by Walmart. Our team was established in 2022 and we are transforming scaled Walmart technologies into white-label offerings for other retailers and sellers. We’ve launched Store Assist, an out-of-the box, mobile-first store fulfillment application and are accelerating our pipeline of future products.
As part of the Support Team for WCT, you will support customers and businesses using WCT products. If you are the type of person who feels a personal stake in everything that you work on, has a strong sense of ownership, enjoys solving complex problems, has a passion for technology, knows how to foster strong relationships and build trust, and works for the success of the entire team – Our support team could be for you.
The ideal candidate will be an innovator with strong communication skills and has a passion for leading people and ensuring issues are resolved effectively with the customer and global design in mind.
What you will do
As a senior manager for customer support, help to lead the team that will act as a first level of support for any customer reported issues/incidents.
• Recruit, mentor, coach, and make effective world class engineering teams.
• Daily management of objectives, priorities, tradeoffs, risk and performance management of all reporting staff.
• Provide technical leadership, career development, and mentoring to team members.
• Assign areas of ownership, ensure engineers have clear priorities and adequate resources.
• Maintain high morale and motivate engineers to go above and beyond.
• Establish a process based on the committed SLAs to customers and enable team members to do L1 support and then follow the process to escalate and engage the next level support accordingly.
• Partner closely with Customer Success Manager (CSM) to resolve any challenges customers are facing.
• Write KB articles and help reduce time spent to respond for repeated queries.
What you will bring
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Experience of minimum of 12+ years in computer science or engineering OR Master of Science in computer science or engineering and 8+ year experience in the field.
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Customer facing L1/L2 support for B2B SaaS Products.
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Able to operate in working hours to optimize for UK/European customers in near future.
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.
Equal Opportunity Employer:
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.
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 Engineering, Information Technology, Computer Science, or related field and 4 years’ experience in technology, system management and integration, process design, or related area OR 6 years’ experience in technology, system management and integration, process design, or related area.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
3 years’ experience leading project teams., 3 years’ supervisory experience.
Primary Location...Rmz Millenia Business Park, No 143, Campus 1B (1St -6Th Floor), Dr. Mgr Road, (North Veeranam Salai) Perungudi , India
