[Remote] IT Principal Operations Engineer

Note: The job is a remote job and is open to candidates in USA. Save A Lot is seeking an IT Principal Operations Engineer who will provide subject matter and technical expertise on complex systems and software for the business. The role involves diagnosing and resolving technical issues, optimizing operations, and ensuring service delivery meets performance objectives.

Responsibilities

• Acts as a subject matter expert for complex systems and/or software that ensure our business remains operational
• Utilizes operations/technical expertise over complex systems and software to address questions, inquiries and concerns surrounding the change control environment, including escalated issues
• Assists with the review of applications, systems or technical services to identify risks, optimize opportunities and makes recommendations to leadership based on findings
• Establishes monitoring processes across system(s) to identify risks, trouble shoot problems, and builds or configures solutions
• Creates data analysis reports, takes proactive steps to identify persistent problems, and makes recommendations to management as needed
• Provides training and work direction for vendor staff augmentation resources
• Investigates incidents to find common, repetitive issues and trends that require software fixes
• Problem management/call reduction - analyzes metrics for call trends and working to help facilitate resolution to chronic issues
• Gathers and analyzes data to develop solutions or alternative methods of proceeding
• Works with Tier 4 or Vendor to package fixes; navigates the change process to implement solutions in Distribution Centers
• Thoroughly investigates incidents escalated by lower level associates; solves, documents and trains other associates on the solution
• Works with IT Delivery Managers on rollouts and store openings and closings
• Ensures new projects and changes have proper support for transitions. Knowledge updates, access granted, and training provided (may provide direct training, create training materials or train the trainer)
• Participate in expense/capital planning; annual, period, invoice processing
• Daily work direction for team members in lower levels, input to performance appraisals
• Provides training and work direction for vendor staff augmentation resources
• Participate in large/complex scale Project Management activities
• Advanced level of support for complex systems or areas (such as Service Now, SQL Database, Windows Server Admin, Unix Server Admin, Direct Route, Voice Console, Remote Desktop, LogMeIn, Warehouse Management Application)
• Documents technical needs using advanced textual, and visual modeling deliverables designed to help Save A Lot meet its strategic objectives
• Responsible for ongoing definition and support of service portfolios, catalog items, functionality and change schedules for each of the technical service application and infrastructure teams
• Facilitates, presents and communicates with large complex groups of individuals representing significant diversity in interest and level of leadership to a common understanding of a solution
• Owns and drives long term solutions to outages and system issues to streamline the technical services provided to the business
• Identifies, evaluates, documents issues and risks, related to technical processes to TS and business unit management, developing and researching mitigation strategies in collaboration with business and TS team members
• Demonstrates an advanced/expert practical understanding of assigned technical area, and their integrations with other systems & software, while analyzing retail industry trends and researching functional best practices to incorporate into company objectives
• Innovates and defines new technical tools along with ways of using and driving usage of toolset
• Manages and promotes continuous process improvement activities throughout the enterprise
• Mentors and teaches relevant community on domains, requirements, tools and capabilities
• Identifies, manages, and tracks business and technical needs objectives throughout the project’s lifecycle
• Acts as an operations/technical subject matter expert in the resolution of outages or high priority incidents
• Provides 24/7 on call support as relevant to the role

Skills

• Bachelor's Degree in Computer Science, or a discipline related to assigned business area
• 3-5 years relevant work experience
• Demonstrates effective Operations/Technical system and business function documentation skills
• Ability to coordinate, organize and lead meetings and/or activities
• Ability to manage the project and analysis work of multiple business systems analysts
• Demonstrate advanced facilitation skills with the ability to drive toward common solutions Ability to track project status and maintain substantive dialogue with many project managers, both within Operations/Technical Service and the business functional area (project management experience helpful)
• Demonstrate advanced interviewing, listening, and observational skills used to identify and define business and technical needs
• Demonstrate advanced mentoring, teaching, and peer guidance skills
• Demonstrate expert analytical and conceptual skills used to evaluate information gathered from multiple sources, while reconciling discrepancies
• Demonstrates ability to resolve highly complex problems, obtaining advice from key subject matter experts as needed
• Demonstrates the ability to influence or persuade individuals and teams to create alignment and drive outcomes
• Excellent written and verbal communication skills, strong customer focus and demonstrated ability to work in geographically dispersed teams
• Knowledge of the assigned business area and clear comprehension of their business objectives, challenges, and ways to use technology to address them
• Must have strong computer skills and be proficient in use of Microsoft Office applications
• Strong analytical skills with the ability to ensure adherence to concepts and theories for various projects
• Working knowledge of enterprise-wide technology, equipment, and/or systems
• Preferred work experience in the basic foundations for project methodology, ITIL and/or other continuous improvement tools

Benefits

• 401K company match up to 4%
• Paid Time Off
• Medical Insurance options including FSA & HSA
• Vision Insurance
• Dental insurance
• Employee Assistance Programs
• Team Member Referral Program
• Tuition Reimbursement
• Wellbeing Program
• Career development opportunities

Company Overview