Manager, Site Support
Position Summary...
The Manager, Site Support - SSC oversees production support for all technology hardware applications for the various locations of the Store Support Centre (SSC).S/he is responsible for providing direction to the relevant support analysts and technicians from Walmart's global teams (Bentonville, Global eCommerce, 3rd party service providers, etc.) for the timely, consistent and excellent resolution of technology hardware related production incidences.
What you'll do...
1. Execute the strategic agenda of the Canada Technology Support and Asset Lifecycle Management Team to ensure that all production support activities / initiatives address the stakeholder needs of the Store Support Centre (SSC), Innovation Centre (IC), Kitimat offices and align with the global priorities of Walmart International.
2. Establish effective working relationships with the Canada Product Management, Project Management, Canada/Bentonville ISD teams and service providers / vendor partners (E.g., Dell, Xerox etc.) to ensure the following:
• Improvement of the support infrastructure for existing technologies / products
• Reduction of technical debt for the various applications / technologies used by Walmart Canada offices
• Improvement of incidence management, bug fix, and knowledge transfer processes
3. Manage internal and external vendor relationships / contracts (I.e., Dell/Xerox) proactively with focus on strategic partnerships and making the relevant parties accountable to contract SLAs and KPIs. Provide direction to various teams of experts / support analysts / technicians to ensure timely identification and resolution of any incident that adversely impact customer and associate experience and the various technology assets for all Walmart Canada offices.
4. Lead the investigation of critical (P1 and P2) production incidences and ensure timely resolution to minimize impact to the site and stakeholder experience. Focus on proactive incident, problem and change management, to identify improvement operations across technology support operations.
5. Create yearly budgets (OPEX and CAPEX) for all equipment within the Canadian environment which has reached EOL or through failure and/or loss needs replacement.Also maintain 3 and 5year forecasts for equipment replacement.
6. Provide support for any requests from the business, engineering and product management teams on the investigation and analysis of production incidences. Facilitate root cause analysis to prevent recurrence of issues.
7. Requires working overtime / overnight / weekends regularly as the support teams and various production support teams are distributed nationally / globally.
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Walmart will accommodate the disability-related needs of applicants and associates as required by law.
Primary Location…
1940 ARGENTIA RD, MISSISSAUGA, ON L5N 1P9, Canada