(USA) Director, Software Engineering, Global Technology Platforms- First Contact Operations Support

  • Walmart
  • Bentonville, AR, United States
  • 07/07/2021

Job Description

Position Summary...

What you'll do...

About the Team

As Director of First Contact Operations Support, you will lead teams of engineers responsible for minimizing customer impact due to application and system issues by ensuring high quality standards. You ensure teams drive toward continuous improvement, removing inefficient processes and adopting industry trends for innovation. You drive the use of data and experience to develop mitigation plans to reduce future customer impact and ensure high quality products. You evaluate processes and measure against milestones to ensure quality and desired results are achieved.

In your role, you will develop, champion, and implement business strategies and plans. You provide the overall direction to meet business objectives and customer needs. You demonstrate adaptability, continuous learning, and the highest standards of integrity and ethics.

You are able to build, lead, and enable high performance teams by implementing strategies to attract, recruit, and develop a skilled and engaged workforce. You foster an environment that promotes mentorship, encourages diversity, and seeks to develop and leverage the skills and abilities of new and existing talent within your organization.

You’ll sweep us off our feet if…

  • You are energetic, self-motivated, and enable your organization to solve today's problems and prevent tomorrow's all in a fast-paced, dynamic environment.

  • Demonstrate curiosity, adaptability, and a deep interest and passion for people and technology

  • You’re a leader with a proven track record for building, leading, and enabling high-performance teams.

  • You hold yourself, your team, and your partners accountable to the highest standards.

You’ll make an impact by:

  • Driving your organization to perform and publish root cause analysis and future prevention plans.

  • Directing continuous process improvement to eliminate inefficiencies and non-value-added work.

  • Developing, championing, and implementing business strategies and plans to support customer needs.

  • Identifying and capitalizing on improvement opportunities.

  • Demonstrating adaptability and sponsoring continuous learning.

  • Leveraging the capabilities of new and existing talent in your organization.

  • Developing and leveraging partnerships and networks to maximize the achievement of business goals.


  • Bachelor's or master’s degree in Computer Science or equivalent

  • 12+ years of cloud infrastructure support experience

  • Minimum 5-7 years of people manager experience (including managing managers) in driving and retaining a high-performance team.

  • Industry experience in Cloud Technologies and Stacks (IaaS/PaaS) – Azure/GCP

  • Experience supporting large scale, highly available, production environment.

  • Experience in Web technologies, Databases, Telemetry and Java based application support.

  • Experience monitoring and troubleshooting enterprise systems and applications and distributed systems.

  • Experience supporting development teams and developers, and ability to understand customer issues and resolve them.

Benefits & Perks: 

Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, 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. 

Who We Are?

Join Walmart and your work could help over 275 million global customers live better every week. Yes, we are the Fortune #1 company. But you’ll quickly find we’re a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the world’s most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement.  From day one, you’ll be empowered and equipped to do the best work of your life. careers.walmart.com

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 Computer Science and 6 years’ experience in software engineering or related field OR 8 years’ experience in software
engineering or related field.
3 years’ supervisory experience.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Master’s degree in Computer Science or related field and 5 years' experience in software engineering

Primary Location...

805 SE MOBERLY LN, BENTONVILLE, AR 72712, United States of America

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