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Lead Analyst I

2 months ago

bangalore, India lululemon India Tech Hub Full time

Senior System Analyst GEC Tech

About lululemon:

lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative products, commitment to our people, and the incredible connections we make in every community we're in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people. As we continue to elevate our shopping experience, our India Tech Hub plays a key role in expanding our technology capabilities in Product Systems, Merchandising and Planning, Digital Presence, distribution and logistics, and corporate systems. Our team in India works as an extension of the global team on projects of strategic importance.

About this team

The Lululemon GEC Tech team manages crucial platforms for Guest Support (our contact center), aligning their work with business objectives and ensuring efficient project delivery. This team thrives on connection and collaboration. They maintain a strong relationship with their business partners and are dedicated to provide support and project delivery without disrupting operations.

Responsibilities:

  • Work with business stakeholders, technology teams, enterprise teams, and technology leaders to understand project vision, business needs and how it translates into functional configuration requirements in our different vendor and in-house systems.
  • Participate in agile/scrum ceremonies, like refinement, estimation, and sprint planning.
  • Work very closely with engineers and architects to document, help design, and implement changes needed to systems.
  • Be an expert as it relates to our vendor and in-house systems.
  • Lead troubleshooting and be thoroughly involved in the triage process.
  • Be on-call to support the overall health of our platforms.
  • Define and create observability plans, and processes.
  • Technically implement alerts, thresholds, and refinement of these alerts and thresholds.
  • Contribute and lead all areas of production support, such as, process creation, response, root cause analysis, and process refinement.
  • Create diagrams and documentation for support processes (triage,etc).
  • Establish a strong relationship with our enterprise support teams to create and contribute to a streamlined process between each team.
  • Expert level of familiarity with observability tools, such as Data Dog, Pagerduty, Splunk and Service now.
  • Expert level of familiarity with observability as it relates to Salesforce Service Cloud.

Qualifications:

  • Bachelors Degree in Computer Science or Business Administration or other related field or equivalent industry experience
  • 8+ years experience as a System Analyst in the field of Contact Centers, Retail, or eCommerce. Ideally Contact Center experience
  • 3+ years experience (expert knowledge) in some, or all; Splunk, Pager Duty, Datadog, and Service Now.
  • 3+ years experience leading, contributing to, or supporting operational support processes.
  • Very high level of proficiency in some or all of these platforms: Salesforce Service Cloud (5+) (must have), Five9, Verint, Apple Messaging for Business, Twilio, Oracle Service Cloud, Acuity, Quiq, Talkative
  • Experience in one or more areas of Salesforce Service cloud or equivalent CRM solutions will be a huge advantage.
  • Familiarity with IT SDLC processes (both waterfall and agile)
  • Experience working with cross-functional IT teams including software development teams, project/program managers, product managers, and operations teams.
  • Exceptional organizational and communication skills
  • Experience working with North America product and tech teams
  • Experience with one or more functional areas as it relates to Contact Centers
  • Experience in managing projects involving strong focus on operations will be strong plus.

Must haves:

  • Acknowledges the presence of choice in every moment and takes personal responsibility for their life.
  • Possesses an entrepreneurial spirit and continuously innovates to achieve great results.
  • Communicates with honesty and kindness and creates the space for others to do the same.
  • Proven work ethic with utmost integrity.
  • Desire to excel and succeed.
  • Actively live and breathe the lululemon culture and lifestyle