Lead Technology Operations Analyst - Possible Days or Nights

Lowe's Companies, Inc.•Winston-Salem, NC

14d•Onsite

About The Position

This role provides onsite coverage for a 24x7x365 Mission Critical Facility, ensuring the protection and continuous operation of technology systems. The analyst will analyze, prioritize, and respond to various alerts and requests, perform advanced preventative maintenance, technical support, and repairs on a range of technology equipment. A key part of the role involves leading incident response, coordinating technical resources, managing escalations, restoring service, conducting root cause analysis, and documenting incident activities. The position also requires coordinating and overseeing third-party vendors, managing infrastructure changes, and conducting shift handovers. Daily operational activities, including assigning work, balancing workloads, and providing technical leadership, are also central to this role. The analyst will maintain accurate asset records in the Data Center Infrastructure Management (DCIM) system, oversee rack integration activities, and identify potential procedural improvements. Additionally, the role supports data center capacity management, mentors junior associates, acts as a liaison between various teams, monitors operational performance, ensures compliance with security and operational standards, performs data center inspections, and supports disaster recovery and business continuity exercises.

Requirements

Bachelor's Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)
5 years of experience in an IT support or operations environment working with PC or client/server platforms and/or hardware
2 years of IT support or deployment experience working across multiple platforms or specialty areas
2 years of experience in a leadership role with or without direct reports

Nice To Haves

Master's Degree in Computer Science, CIS, or related field
4 years of work experience leading technical or project teams with or without direct reports in a large matrixed, retail organization
4 years of experience working in a large matrixed organization
4 years of experience working in a data center
4 years of experience working with third party IT vendors and/or systems solution providers
4 years of IT experience in the retail industry
4 years of experience with IT operational processes, including incident management, change management, and technical documentation.
3 years of Lowe’s Operations experience
3 years of work experience in an IT role requiring interaction with senior management
2 years of experience supporting enterprise infrastructure technologies, including servers, storage, networking, structured cabling, and DCIM/CMDB platforms.

Responsibilities

Provide onsite coverage for a 24x7x365 Mission Critical Facility, protecting and supporting continuous operations
Analyze, prioritize, and respond to alerts, notifications, and requests that come to designated inboxes, phones, dashboards, and intake systems
Perform advanced preventative maintenance, technical support, and break/fix repairs on technology (e.g. printers, mobile devices, servers, network equipment, and storage equipment)
Review and execute Standard Operating Procedures (SOPs), note issues, process updates, and submit recommendations to improve SOPs
Lead incident response by coordinating technical resources, managing escalations, restoring service, conducting root cause analysis, documenting incident activities, and supporting post-incident reviews.
Coordinate and oversee third-party vendors performing maintenance or repair activities, validating work quality, ensuring compliance with operational standards, and resolving service issues.
Coordinate, execute, and audit infrastructure changes while validating production readiness, minimizing operational risk, and ensuring successful implementation.
Conduct Shift Handover – prepare documentation and orally review key events that occurred during one’s shift, tasks that need to be completed during the next shift, as well as other important information
Coordinate daily operational activities, assign work, balance workloads, ensure appropriate staffing coverage, and provide technical leadership to Technology Operations Analysts during each shift.
Maintain accurate asset records within the Data Center Infrastructure Management (DCIM) system by documenting infrastructure, auditing inventory, and validating operational environments and asset information.
Oversee, Coordinate, and Perform rack integration activities, including hardware installation, structured copper and fiber cabling, cable management, equipment labeling, testing, asset validation, and documentation in accordance with enterprise standards.
Identify and suggest possible improvements on procedures
Support data center capacity management by monitoring rack space, power utilization, structured cabling, and hardware placement to optimize infrastructure resources.
Mentor and coach junior associates while serving as the primary technical escalation point for operational issues.
Serve as the primary liaison between infrastructure teams, business partners, vendors, and support organizations to ensure operational needs are effectively met.
Monitor operational performance, analyze metrics and trends, recommend process improvements, and implement corrective actions to improve service quality and operational efficiency.
Monitors departmental workflow activities and takes corrective action when necessary
Ensure operational activities comply with enterprise security standards, audit requirements, change management processes, and established operational procedures.
Perform routine data center inspections to verify operational readiness, identify issues, and maintain a safe and secure operating environment.
Support disaster recovery and business continuity exercises and recovery events while documenting results and identifying opportunities for operational improvement.