Senior Application Support Engineer - Boston, United States - Jobtorob

Description

Walmart Advanced Systems & Robotics, formerly known as Alert Innovation, is now an integral part of the global Walmart organization.

This fast-growing, Boston-based team of engineering and technology experts specialize in developing cutting-edge solutions for Walmart. Today, our focus is on rapidly scaling advanced automation technologies and systems that improve retail operations and customer experiences.
Needed key skills

PC & Information Sys. Manager
Support Specialist

Requirements:

Responsibilities:
Work with Site Operations Teams to provide technical guidance on operational challenges as per the severity guidelines.
Lead high severity escalation call to mitigate system issue and reduce downtime.
Collaborate with Software, Hardware, and System Performance Engineering teams to root cause and solve high impact issues.
Manages technical interactions between Support, Engineering and Product to deliver a unified support experience to Operations team.
Prioritize/Direct the efforts of NOC team members to create/ensure a proactive approach to problem resolution.
Manage on-call coverage schedule for the team. Coordinate with Engineering team to validate coverage and run periodic tests to validate.
Develop and manage training documentation, onboarding, and mentor team members.
Develop tool automation strategy to reduce NOC triage time/case.
Own and manage Case backlog, SLA, and coordinate resolution and deployment of hot patches.
Identify support issues/trends, experiment, adapt, innovate, develop/implement best practices to eliminate issues and improve NOC team's efficiency.
Directing team efforts in the development of knowledgebase content covering technical, process, and procedural topics.
Manage E2E approval and implementation of new software releases.
Own and drive Root Case Analysis (RCA) on complex system issues.
Perform data analytics and develop dashboards to support triage and troubleshooting.
Collect "voice of the customer" feedback and share with leadership and product teams.
EXCLUSIVE BENEFITS FOR OUR FULL-


TIME TEAM MEMBERS:

Comprehensive Health Care Options:
Choose from a range of health plans tailored for you, and extend those benefits to your dependents

Unlimited PTO:
Salaried employees receive unlimited paid time off for vacation, holidays, and personal days

Eye & Dental Care:
We've got you and your family covered with top-notch vision and dental insurance

Secure Your Future:
Take advantage of our competitive 401(k) matching, stock purchase plans, and equity opportunities

Peace of Mind:
Comprehensive life and disability insurance options

Parental Leave:
Embrace the joys of parenthood with up to 12 weeks of fully paid maternity/paternity leave

Exclusive Discounts:
Shop and save with special Walmart discounts, both in-store and online

Dine & Energize On Us:
Enjoy daily complimentary lunches, beverages, and a variety of snacks to keep you fueled throughout the day.

Join us and experience the best in employee care and benefitsLearn more about why we were named a 2022 Best Place to Work at walmartasr/careers.

Walmart Advanced Systems and Robotics is proud to be an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Another info

Walmart Advanced Systems & Robotics is a rapidly expanding initiative with the objective of revolutionizing the retail landscape through robotics.

Our development and implementation of the cutting-edge Alphabot technology are currently underway, with deployment in stores across North America.

Walmart Advanced Systems and Robotics is seeking a talented and motivated individual to become part of the Walmart ASR Network Operation Center (NOC) team to lead the team supporting the Alphabot System at customer sites.

This job will require a unique combination of flexibility, troubleshooting, analysis, creativity, and leadership skills to be effective in this role.

As part of this highly visible NOC team, candidates will have the opportunity to work with cross-functional teams to influence future Alphabot products and technologies.

The ideal candidate should have strong leadership skills to manage and lead a high impact team of software engineers. The successful candidate will use their expertise in leveraging problem-solving methodologies to lead deep dives into difficult issues. This role requires exceptional communication skills to articulate technical details to the business and engineering teams.

This role will develop new processes and strategies to automate and enhance triage process while leveraging data analytics skills to determine underlying root causes impacting system performance across the network.

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