Technology Services Engineer III
Walmart Global Tech India
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Benefits offered by this job
Job summary
Walmart Global Tech India in Chennai is seeking an experienced L2 support engineer to manage production and non-production environments, resolve incidents end-to-end, and collaborate with engineering and product teams.
You will leverage AI-assisted observability tools, monitor platform telemetry, and drive continuous improvement through automation, runbooks, and knowledge sharing across time zones.
Qualifications
- Bachelor's degree in computer science, information technology, engineering, computer information systems, or related area.
- 5 years’ experience in production support, software support, or technical support.
- Strong troubleshooting capability across distributed systems — applications, APIs, databases, and infrastructure.
- Familiarity with ITIL practices: incident, problem, change, and knowledge management.
- Experience reading logs, traces, and monitoring dashboards (Splunk, Grafana, Dynatrace, or equivalent).
Responsibilities
- Provide L2 technical support for production and non-production environments, managing escalated incidents, service requests, and problem records end-to-end.
- Troubleshoot and resolve complex issues spanning applications, infrastructure, and system integrations; engage engineering and product teams as required to drive resolution.
- Monitor system health metrics and platform telemetry, proactively identify risks, and implement corrective or preventive actions.
- Lead change management activities including pre/post-implementation validation, stakeholder coordination, and rollback planning for production changes.
- Mentor and upskill L1 support associates; facilitate knowledge transfer to reduce recurring escalations.
- Define and improve support processes, runbooks, and automation opportunities to reduce MTTR and increase team efficiency.
- Collaborate across time zones with global engineering, product, and business teams to ensure continuity of service.
- Leverage AI-assisted observability and anomaly detection tools to accelerate incident identification and reduce noise in alerting pipelines.
- Contribute to the evaluation and adoption of AI/ML-powered support automation — intelligent ticket routing, auto-remediation workflows, and predictive incident detection.
- Collaborate with engineering teams on integrating AI-driven features into production platforms, providing operational feedback to improve model reliability and service stability.
Skills
Education
Tools
Job description
Join Walmart Business Technology Services and help ensure the reliability, availability, and operational excellence of platforms that power business customers globally. Our team serves as a critical link between engineering, product, and business operations, helping resolve complex challenges and maintain exceptional customer experiences.
Join Walmart Business Technology Services and help ensure the reliability, availability, and operational excellence of platforms that power business customers globally. Our team serves as a critical link between engineering, product, and business operations, helping resolve complex challenges and maintain exceptional customer experiences.
You will work with modern observability tools, cloud technologies, and automation solutions while contributing to the stability and continuous improvement of large-scale enterprise systems.
· Provide L2 technical support for production and non-production environments, managing escalated incidents, service requests, and problem records end-to-end.
- Troubleshoot and resolve complex issues spanning applications, infrastructure, and system integrations; engage engineering and product teams as required to drive resolution.
- Monitor system health metrics and platform telemetry, proactively identify risks, and implement corrective or preventive actions before they impact business operations.
- Conduct root cause analyses (RCA) on critical incidents; document findings, corrective actions, and lessons learned in the team knowledge base.
- Lead change management activities including pre/post-implementation validation, stakeholder coordination, and rollback planning for production changes.
- Mentor and upskill L1 support associates; facilitate structured knowledge transfer to reduce recurring escalations.
- Define and improve support processes, runbooks, and automation opportunities to reduce MTTR and increase team efficiency.
- Collaborate across time zones with global engineering, product, and business teams to ensure continuity of service.
- Leverage AI-assisted observability and anomaly detection tools to accelerate incident identification and reduce noise in alerting pipelines.
- Contribute to the evaluation and adoption of AI/ML-powered support automation — intelligent ticket routing, auto-remediation workflows, and predictive incident detection.
- Collaborate with engineering teams on integrating AI-driven features into production platforms, providing operational feedback to improve model reliability and service stability.
· 3–5 years of experience in application or platform support, with demonstrated L2 or escalation-tier ownership.
- Strong troubleshooting capability across distributed systems — applications, APIs, databases, and infrastructure.
- Solid understanding of ITIL practices: incident, problem, change, and knowledge management.
- Proficiency in reading logs, traces, and monitoring dashboards (e.g., Splunk, Grafana, Dynatrace, or equivalent).
- Ability to write or interpret scripts (Python, Shell, or PowerShell) for diagnostic or automation purposes.
- Experience with production change validation and rollback procedures in high-availability environments.
- Clear technical communication — able to write precise RCAs, runbooks, and stakeholder updates.
- Awareness of how AI/ML models are deployed and monitored in production environments, including familiarity with model inference pipelines or AI-powered SaaS tooling.
· Exposure to cloud platforms (GCP, Azure, or AWS) and containerized workloads (Kubernetes/Docker).
- Familiarity with eCommerce or retail platforms and related business workflows.
- SQL proficiency for querying operational databases during incident triage.
- Experience supporting CI/CD pipelines and understanding of software release processes.
- Exposure to AI/ML platforms or LLM-based tooling (generative AI features in eCommerce, recommendation engines, or AI-assisted support tools).
- Experience supporting or monitoring AI-powered application features in a production environment.
- Curiosity and willingness to adopt AI-native workflows for diagnostics, knowledge management, and incident response.
- ITIL Foundation certification or equivalent.
- Incident Management & Troubleshooting (L2/L3 support)
- Root Cause Analysis (RCA) and Problem Management
- Application Support & Production Monitoring
- ITIL Framework / Service Management
- Knowledge Base Documentation
- Cross-functional Collaboration (Engineering & Product teams)
- Change Management & Validation
- AI-Assisted Development Tooling (GitHub Copilot, Wibey, or equivalent)
- Prompt Engineering — crafting effective prompts for code generation, summarization, and analysis
- SQL / Database querying
- Scripting (Python, Shell, or PowerShell) for support automation
- Cloud platform familiarity (GCP, Azure, or AWS)
- Observability tooling (Splunk, Grafana, Dynatrace, or equivalent)
- Agile / Scrum exposure
- Experience with eCommerce or Retail platforms
- Mentoring / L1 team coaching
- Generative AI / LLM API fundamentals (OpenAI, Anthropic Claude, Google Vertex AI)
- AI/ML feature integration in production applications
- Vector search & embeddings (semantic search, RAG patterns)
- Responsible AI practices — bias awareness, output validation, graceful fallback
- AI agent workflows and multi-step orchestration (LangChain, LlamaIndex, or equivalent)
Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. That’s what we do at Walmart Global Tech. We’re a team of software engineers, data scientists, cybersecurity expert's and service professionals within the world’s leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered.
We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail.
Walmart’s culture sets us apart, and we know being together helps us innovate, learn and grow great careers. This role is based in our Chennai office for daily work, with the flexibility for associates to manage their personal lives.
Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.
We aim to create a culture where every associate feels valued for who they are, rooted in respect for the individual. Our goal is to foster a sense of belonging, to create opportunities for all our associates, customers and suppliers, and to be a Walmart for everyone.
At Walmart, our vision is "everyone included." By fostering a workplace culture where everyone is—and feels—included, everyone wins. Our associates and customers reflect the makeup of all 19 countries where we operate. By making Walmart a welcoming place where all people feel like they belong, we’re able to engage associates, strengthen our business, improve our ability to serve customers, and support the communities where we operate.
Walmart, Inc., is an Equal Opportunities 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 unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.
Bachelor's degree in computer science, information technology, engineering, computer information systems, or related area and 5 years’ experience in production support, software support, or technical support.
Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Both software and hardware troubleshooting., Technical support operations, account management, or customer support.
Tower 1, Part Of 1st, 2nd To 4th Flrs, Intl Tech Park Radial Road (radial It Park Pvt Ltd), , India
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