Software Engineer III

About Team

As an L1 Support Analyst, you will be responsible for front-line operational support across monitoring, incident triage, deployment assistance, and customer care workflows. This role is execution-focused and requires strong adherence to standard operating procedures (SOPs), quick response times, and high reliability in handling production systems.

Position Summary

You will act as the first point of contact for alerts, incidents, and customer-reported issues, ensuring timely triage, resolution (where possible), or escalation to appropriate L2/L3 teams. Additionally, you will support deployment activities and maintain operational stability across OPEX-owned systems.

This role is critical to ensuring system uptime, customer experience, and operational continuity.

What You Will Do

• Alert Monitoring & Incident Support

Monitor alerts across systems, tools, and dashboards in real-time

Perform initial triage, classification, and prioritization of incidents

Execute predefined runbooks for incident mitigation and resolution

Escalate unresolved or critical issues to L2/L3 teams within defined SLAs

Ensure accurate incident logging, tracking, and closure in ticketing systems

Participate in shift-based operations to ensure 24/7 coverage

• Deployment Support (W+ Services)

Assist in deployment activities across all W+ services

Execute deployment checklists and validate post-deployment health

Monitor deployments for failures or anomalies and trigger rollback/escalation if required

Coordinate with engineering teams during releases and hotfix deployments

Maintain deployment logs and ensure audit compliance

• Customer Care Ticket Handling

Review and resolve incoming customer care tickets within defined SLAs

Diagnose issues using available tools, logs, and knowledge base articles

Provide clear and accurate responses to customer-facing teams

Escalate complex or recurring issues to higher support tiers

Identify patterns in tickets and highlight potential systemic issues

• OPEX Systems Support & Maintenance

Support day-to-day operations of OPEX-owned systems

Perform routine health checks, validations, and maintenance activities

Execute SOP-driven tasks for system upkeep and reliability

Assist in access management, configuration updates, and basic troubleshooting

Ensure compliance with operational standards and governance policies

What You Will Bring

Bachelor’s degree in Computer Science, IT, or related field (or equivalent)

4-7 years of experience in technical support, operations, or similar roles

Basic understanding of:

Incident management workflows

Monitoring tools (e.g., dashboards, alerting systems)

Ticketing systems (e.g., ServiceNow, Jira)

Strong ability to follow SOPs and runbooks with high accuracy

Good verbal and written communication skills

Willingness to work in rotational shifts (including weekends/overnight if required)

Preferred Qualifications

Exposure to production support environments or NOC/SRE support models

Familiarity with:

Logs analysis (basic)

Deployment/release processes

Cloud platforms or distributed systems (basic awareness)

Strong attention to detail and operational discipline

Ability to handle high-volume ticket queues efficiently

Proactive mindset in identifying recurring issues and improvement areas.

About Walmart Global Tech

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.

Mode of Work

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 Bangalore office for daily work, with the flexibility for associates to manage their personal lives.

Benefits

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.

Belonging

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.

Equal Opportunity Employer

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.

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

Option 1: Bachelor's degree in computer science, computer engineering, computer information systems, software engineering, or related area and 2 years’ experience in software engineering or related area.

Option 2: 4 years’ experience in software engineering or related area.

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

Master’s degree in Computer Science, Information Technology, Engineering, Information Systems, Cybersecurity, or related area, We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.

Primary Location...Block- 1, Prestige Tech Pacific Park, Sy No. 38/1, Outer Ring Rd Kadubeesanahalli , India