Technical Support II

About the job

Attracting the best talent is a strategic factor for Walmart. Can you imagine working in a company that hires over 150,000 new associates per year?

Our team is made up of recruitment professionals who work every day to innovate and make our candidates' experience our main objective. Come and join us!

What will you do?

Ensure the stability, availability, and operational continuity of the Merch domain's technological applications and platforms, through proactive management of incidents, problems, changes, and technological risks, contributing to the achievement of business objectives and the experience of associates and customers.

Main Responsibilities:

• Monitor the operation of applications and services under the Merch domain.
• Manage incidents and requests, ensuring compliance with established SLAs.
• Coordinate the resolution of critical incidents with development, infrastructure, architecture, security, SRE, vendor, and other involved teams.
• Perform Root Cause Analysis (RCA) and follow up on corrective and preventive actions.
• Participate in deployments, validations, and transition to production activities.
• Ensure the correct operational documentation of applications and processes.
• Identify operational risks and propose mitigation actions.
• Promote improvements to increase the availability and resilience of applications.
• Supervise monitoring, alerting, and capacity events for services.
• Follow up on recurring problems until their mitigation.
• Collaborate on business continuity and disaster recovery plans for critical Merch domain applications (BCDR).
• Drive automation initiatives to reduce manual activities and operational errors.
• Identify opportunities for optimizing support processes.
• Participate in the definition and improvement of standard operating procedures.
• Promote observability, proactive monitoring, and incident prevention practices.
• Act as a technological point of contact for Merch business stakeholders.
• Collaborate with Product Managers, Engineering Teams, and business areas to understand priorities and operational needs.
• Follow up with technology vendors involved in the domain's operation.
• Actively participate in agile meetings and squad activities.

Who are we looking for?

• Experience in Major Incident Management
• Tracking of Merch domain OKRs
• Participation in the planning, preparation, and operational support of strategic events and seasons that significantly impact business sales.
• Maintain continuous communication and follow-up with global and international teams for the management, escalation, and resolution of issues related to the domain's platforms and applications.
• Advanced English.

What do we have to offer you?

• Opportunities for professional development and continuous learning.
• Competitive benefits including savings box and fund.
• We foster a collaborative culture where all team members can share ideas and learn from each other.

At Walmart de México y Centroamérica, we are committed to a culture of belonging, which is why we seek to incorporate the best talent based on competencies, skills, and potential; we do not discriminate for any reason, including gender, age, ethnic origin, physical appearance, marital status, HIV status or any illness, socioeconomic situation, disability, sexual orientation, gender identity or expression. Therefore, during the attraction and selection process, we will not request personal information, photographs, or clinical analyses of any kind. Candidate's personal data is not relevant during the interview process or for the final selection. At Walmart de México y Centroamérica, we are committed to our associates so that they find an environment of respect, free from discrimination and sexual harassment in their work every day.

At Walmart, we are working to have greater accessibility. In case you need any reasonable accommodation, please share it with the Recruitment team.