(USA) Staff, Technology Operations

Walmart • Sunnyvale, CA

2d • Onsite

About The Position

As a Staff Engineer in Technology Operations (Problem Management), you will lead end-to-end Correction of Error (COE) / post-incident review processes, driving sustainable improvements in service reliability and operational excellence. You will facilitate postmortem investigations, ensure timely closure of critical corrective actions, and align with global standards. Leverage enterprise platforms such as ServiceNow, Jira, Confluence, and Tableau for governance, reporting, and operational visibility. Identify opportunities to automate and optimize Problem Management workflows through AI application. Collaborate with engineering, operations, vendor, and business stakeholders to coordinate problem resolution and eliminate recurring issues. As a technical leader, mentor Problem Managers and engineers. The Global Problem Management team leads Correction of Error (COE) initiatives across Walmart, collaborating with engineering groups in the US, SAMs, and international markets. The team conducts COEs, drives preventive actions, and facilitates post-incident technical sessions with cross-functional partners including Engineering, Command Control Center, Site Reliability Engineering, and vendors. It also designs and deploys AI solutions to enhance workflows. With expertise in problem management, program management, stakeholder engagement, and process improvement, the team supports Walmart’s commitment to operational excellence and continuous improvement in technology operations.

Requirements

• 8+ years of experience in IT Operations, focused on Problem Management, Operational Excellence, and Service Reliability.
• Proven expertise in Root Cause Analysis (RCA) , post-incident reviews, and corrective action management.
• Strong understanding of cloud platforms, IT infrastructure, and distributed systems , including Azure and/or GCP.
• Hands-on experience with Problem, Incident, and Change Management using ServiceNow or equivalent ITSM tools.
• Experience with data analysis, reporting, and operational insights using Tableau/AI-powered analytics.
• Demonstrated ability to identify trends, uncover systemic issues, and drive continuous improvement.
• Strong problem-solving, stakeholder management, conflict resolution, and vendor management skills.
• Working knowledge of ITIL ; certification preferred but not required.
• Experience leveraging AI and automation to optimize workflows.
• Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 4 years’ experience in project management, program management, program operations, or related area.
• 6 years’ experience in project management, program management, program operations, or related area.

Nice To Haves

• Master’s degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 3 years' experience in project management, program management, program operations, or related area.
• Background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly.
• Knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.

Responsibilities

• Drive Correction of Error (COE) and root cause analysis for incidents, ensuring closure of critical action items to prevent recurrence.
• Execute and improve the COE process in alignment with global standards.
• Coordinate problem resolution across internal teams, vendors, and external partners.
• Deliver timely, high-quality COE reports, Post-Implementation Reviews, and known error documentation.
• Mentor junior Problem Managers and engineers, fostering operational excellence.
• Identify opportunities to automate and optimize problem management workflows using AI and intelligent agents.
• Conduct trend analysis across teams to surface systemic issues.
• Communicate problem status and remediation progress to leadership and stakeholders.

Benefits

• competitive pay
• performance-based bonus awards
• medical coverage
• vision coverage
• dental coverage
• 401(k)
• stock purchase
• company-paid life insurance
• PTO (including sick leave)
• parental leave
• family care leave
• bereavement
• jury duty
• voting
• short-term and long-term disability
• company discounts
• Military Leave Pay
• adoption and surrogacy expense reimbursement
• PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
• Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior