Senior Software Engineer - IT Service Management & Site Reliability

Software Engineer III Position Summary. CCC-SRO What you'll do. About the team CCC team also known as Command and Control Centre forms the nerve centre of Walmart . The team works across multiple technology groups to ensure the stability and reliability of the company's critical e-commerce infrastructure. The team functions by collaborating internally with TDO (Technical duty officers and SRE (Site reliability engineering) for faster detection and mitigation of incidents The team is aimed at proactively maintaining mission critical infrastructure, cloud platforms, micro services, tools and processes to ensure highest levels of availability and reliability across the Global technology platforms. CCC plays a important role in leading all major incident responses and orchestrating for faster mitigation. What Youll Do : ITIL Service Management Expertise Implement ITIL best practices for Incident, Problem, and Change Management. As part of incident management, you will be working on monitoring/alerting of SLIs. Upon detection of an SLA breach, you will triage the issue and mitigate including engaging the necessary stakeholders to ensure the faster restoration. Work on RCA and track the action items Ensure compliance and continuous improvement of IT service processes by identifying the gaps and building the monitoring on alerting. Run regular operations review with key leadership to provide insights that can help drive decision-making and strategy. Reporting and Advanced Analytics(Preferred) Build and maintain operational dashboards using Python , Tableau , and Excel . Leverage data analytics for trend analysis, risk identification, and performance optimisation. Incident Management & Command Centre Leadership Lead critical incident resolution and manage high-pressure situations in a Command Centre environment. Define escalation protocols and ensure timely stakeholder communication during outages. Operational Risk Management Identify and mitigate operational risks across infrastructure and systems. Implement proactive measures to enhance service reliability and resilience. Continuous Improvement & Automation Drive initiatives for operational efficiency and service quality improvement. Introduce AI Operations (AIOps) fundamentals and leverage LLM-based automation for predictive incident management, anomaly detection, and intelligent ticket resolution. Exposure to ServiceNow & Observability Tools Hands-on experience with ServiceNow for ITSM workflows and automation. Expertise in industry-standard observability and monitoring tools such as Grafana , Prometheus , and SRE toolsets for proactive system health monitoring. Stakeholder & Conflict Management Build strong relationships with internal and external stakeholders. Resolve conflicts effectively while maintaining focus on organisational goals. Cross-Functional Collaboration Work closely with engineering, product, and business teams to deliver integrated solutions. Facilitate communication and alignment across diverse functional groups. Retail Industry Experience (Preferred) Apply domain knowledge to optimise IT operations for retail environments. Address retail-specific challenges such as high transaction volumes and distributed systems. Adaptability & Multitasking Operate effectively in a fast-paced environment with minimal supervision. Manage multiple projects and priorities without compromising quality. What Youll bring: BS/BE/BTech in Computer Science or related field, or equivalent practical experience. 5-9 years of experience in IT service management, operations, or IT leadership, including at least 3+ years leading global cross-functional teams. Proven track record of working with cross-functional teams including design, product, engineering, and business stakeholders. Strong understanding of IT Operations , IT Service Management , Performance Engineering , and Site Reliability Engineering . Hands-on experience with collaboration and tracking tools: JIRA , Confluence , Excel , PPT , SharePoint , OneDrive , ServiceNow . Knowledge of AI Operations (AIOps) fundamentals and practical experience in LLM-based automation for IT workflows. Proficiency in observability tools like Grafana , Prometheus , Openobserve or similar tools and SRE practices for monitoring and reliability. Exceptional communication and organisational skills with attention to detail . Ability to thrive in fast-paced environments and handle multiple priorities effectively. Experience in retail industry operations and technology landscape. ITIL certifications (or equivalent) are Preferred. CAD/C Site Reliability Engineering (SRE) IT Service Management (ITSM) Observability Automation Reporting and Analytics. Artificial Intelligence (AI) About Walmart Global Tech Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. Thats what we do at Walmart Global Tech. Were a team of software engineers, data scientists, cybersecurity expert's .