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(CAN) Senior Manager, Store & Pharmacy Support

Mississauga, Canada
01/10/2023 Regular/Permanent R-1378471

Position Summary...

The Senior Manager for Store and Pharmacy Support oversees production support for all Technology assets for Walmart Canada’s 408 stores and 337 pharmacies including all software and hardware components in the domain, They lead a team of support analysts/ technicians that provide technology support services for Walmart Canada Stores and Pharmacy domains. This role is also responsible for delivering on the Omni Technology Support strategy and services as it relates to the said domains.

What you'll do...

1. Execute the strategic agenda of the Walmart Canada Technology Support Team to ensure all production support activities / initiatives address Walmart Canada Stores and Pharmacy business needs and align with the global priorities of Walmart Labs/ International.

2. Establish effective working relationships with the Canada Product Management, Walmart Canada / International Engineering, Project Management, Canada/Bentonville ISD teams and service providers / vendor partners (E.g., NCR, Toshiba, etc.) to ensure the following: · Improvement of the support infrastructure for existing technologies / products · Reduction of technical debt for the various applications / technologies used by Walmart Canada Stores and Pharmacies · Improvement of incidence management, bug fix, and knowledge transfer processes

3. Manage internal and external vendor relationships / contracts proactively with focus on strategic partnerships and making the relevant parties accountable to contract SLAs and KPIs. Provide direction to various teams of experts / support analysts / technicians to ensure timely identification and resolution of any incident that adversely impact customer and associate experience and the various technology assets for Walmart Canada Stores and Pharmacies.

4. Direct the setup and execution of processes, tools and systems required for the successful execution of holiday readiness and execution activities pertaining to Walmart Canada Stores and Pharmacies.

5. Lead the investigation of critical (P1 and P2) production incidences and ensure timely resolution to minimize impact to customers and associates for Walmart Canada Stores and Pharmacies.

6. Create yearly budgets (OPEX and CAPEX) for all equipment within the Canadian environment which has reached EOL or through failure and/or loss needs replacement. Also maintain 3 and 5 year forecasts for equipment replacement.

7. Provide support for any requests from the business, engineering and product management teams on the investigation and analysis of production incidences. Facilitate root cause analysis to prevent recurrence of issues.

8. Requires working overtime / overnight / weekends regularly as the support teams and various production support teams are distributed nationally / globally.


  • Must have the ability to work collaboratively with a variety of people at all levels within the organization to ensure effective communication and success of key initiatives

  • Demonstrates advanced knowledge of ITIL framework; Problem Management, Change Management, Incident, Configuration, Release Management and Service Level Management.

  • Must have excellent leadership and communication skills with an ability to manage a team and the ability to lead and influence others

  • Detail-oriented with effective time management, organizational and problem-solving skills

  • Demonstrates advanced experience in service level agreements management and vendor relations

  • Expertise in budget planning and financial management.

  • Is able to achieve results that meet both short and long term business objectives

  • Bachelor’s degree or higher in a Computer Science or equivalent

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Walmart will accommodate the disability-related needs of applicants and associates as required by law.

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