Sr. Service Manager

Sr. Service Manager

What you'll do

Duties: Manage the lifecycle of problems from identification, root cause analysis to the completion of remediation tasks of problems resulting from incidents in production and track them though JIRA. Identify incident trends in production and initiate and manage proactive projects to prevent problems from occurring. Report the weekly, quarterly, yearly availability for various markets for Walmart. Determine the financial and customer impact for all the site impacting incidents. Interface with other site production management work streams (Incident, Capacity, Change) to highlight problems and initiate remediation activities. Perform trend analysis and pinpoint potential high-risk areas, and initiate resolution activities based on statistical data provided by Problem & Incident Management teams. Escalate high priority and major problems not resolved within defined timeframe to team leaders and/or Walmart Global e-Commerce Management. Actively promote effective problem management throughout GeC. Provide problem management’s requirements and interests to tool development and support teams. Perform BI Reporting for incidents and problem tickets using Tableau. Identify adequate KPI(s). Create and continuously improve KPI(s) for Performance Reporting. Regularly review KPI definition and requirements. This position does not supervise employees.

Minimum Qualifications

Minimum education and experience required: Master’s degree or equivalent in Computer Science, Computer Information Systems, or related field and 2 years of experience in ecommerce in Problem Management, Site Reliability, Site Availability role; OR Bachelor’s degree or equivalent in Computer Science, Computer Information Systems, or related field and 5 years of experience in ecommerce in Problem Management, Site Reliability, Site Availability role.

Skills required: Working knowledge of incident tracking tools such as Jira and Remedy. Demonstrated understanding of eCommerce Customer Journey Flows. eCommerce Application experience. Incident Management experience. Hands on Experience with ServiceNow. Hands on Experience with Splunk. Hands on Experience with tealeaf. Quality Assurance and Reporting experience. Employer will accept any amount of experience with the required skills.


Wal-Mart is an Equal Opportunity Employer.

Preferred Qualifications

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Walmart Associate
"I feel like my manager wants to help me become a better developer and a better person overall."
— Roel, Program Analyst

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All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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