IT Principal Operations Engineer

Purpose

This role is responsible for providing subject matter and technical expertise on complex systems and software for assigned business area. Serves as point person for preventing, diagnosing, and resolving issues in areas of expertise. Supports and analyzes complex operations/technical systems and issues in various areas of the enterprise. Provides in-depth analysis and oversight around application system, system optimization and resource utilization to support optimal Operations Service delivery.

Maintains service documents and executes performance objectives to ensure service level agreements are met or exceeded within Save A Lot’s Operations Services.

• 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
• 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, Log Me In , 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…