Lead Technology Operations Analyst

Job Summary

The primary purpose of this role is to provide technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks operating in Lowe’s Enterprise Data Centers. This includes performing tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system. This role may also directly or indirectly support corporate initiatives or deployment projects. 
With a focus specifically on Data Center Services, this role supports 24x7x365 operations of Lowe’s Enterprise Data Centers working with data center infrastructure, compute, network, storage, security, and structured cabling systems.  This role assists in coordinating the activities of other analysts, serves as a subject matter expert, an escalation point, and a mentor regarding the processes and technologies deployed in our data centers.  Activities include responding to alerts and notifications, providing onsite triage, level 1, and level 2 technical support, and resolution to somewhat complex and time-sensitive problems.  This role contributes to the knowledge base; tracks and documents activities related to staging, integration, troubleshooting, resolution, and installation of enterprise technology systems.

This role also supports corporate initiatives or deployment projects by leading and executing multiple small to medium scale deployment efforts simultaneously; installing, upgrading, configuring, and/or maintaining hardware and software.

In addition, this role provides mentoring, coaching and training as needed to junior staff members across the department. 

** The expected shift will be 2 pm - 11 pm CST with changes as needed.** The individual in this role works the hours and schedule required to support the enterprise and may be on call and/or work alternate schedules to meet the needs of the department.

Key Responsibilities

• Provide onsite coverage for a 24x7x365 Mission Critical Facility, protecting and supporting continuous operations

• Analyze, prioritize, and respond to alerts, notifications, and requests that come to designated inboxes, phones, dashboards, and intake systems

• Performs advanced preventative maintenance, technical support, and break/fix repairs on technology (e.g. printers, mobile devices, servers, network equipment, and storage equipment)

• Review and execute Standard Operating Procedures (SOPs), note issues, process updates, and submit recommendations to improve SOPs

• Incident Management – create and update Incident Records, coordinate with Technology Operations Center, application owners, incident managers, and vendors; escalate based on exposure, risk, and skillsets needed, leverage on call resources

• Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary and validating repair activities of vendors to ensure quality meets contractual obligations, seek status updates, coordinate RMAs, and escalate as needed

• Research recurring problems to identify root causes and collaborates with other IT and business departments to prioritize develop, and implement solutions

• Organize work schedules for other analysts; ensuring proper coverage and fairness

• Manage, Coordinate, and Audit Change Requests

• Conduct Shift Handover – prepare documentation and orally review key events that occurred during one’s shift, tasks that need to be completed during the next shift, as well as other important information

• Asset Management – document and update asset details, operational environments, and functional roles for all IT assets in the Data Center Information Management System

• Install and document data center infrastructure (e.g., cabinets, racks, patch panels, copper cabling, fiber cabling)

• Install, document, and configure compute, network, and storage systems

• Identify and suggest possible improvements on procedures

• Provides assistance and coaching/training to junior level associates as needed and serving as a point for escalations

• Serves as a liaison between IT and business groups to ensure their technology and support needs are being met

• Analyzes metrics and makes recommendations to improve performance

• Monitors departmental workflow activities and takes corrective action when necessary

• Perform periodic site surveys throughout each day

• Participates in the execution of disaster recovery and business continuity processes, supporting these events as they arise

• Generate, update, and disburse daily and weekly reports/metrics

Required Qualifications

• 5 years of experience in an IT support or operations environment working with PC or client/server platforms and/or hardware

• 2 years of IT support or deployment experience working across multiple platforms or specialty areas  

• 2 years of experience in a leadership role with or without direct reports

• Bachelor’s Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)

Preferred Qualifications

• 4 years of work experience leading technical or project teams with or without direct reports in a large matrixed, retail organization

• 4 years of experience working in a large matrixed organization

• 4 years of experience working in a data center

• 4 years of experience working with third party IT vendors and/or systems solution providers  

• 4 years of IT experience in the retail industry

• 4 years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment

• 3 years of Lowe’s Operations experience

• 3 years of work experience in an IT role requiring interaction with senior management

• 2 Years  Experience working with structured cabling

• Master’s Degree in Computer Science, CIS, or related field

Benefits

• 401k with up to 4.25% match

• Bi- annual Cash Bonus

• Discounted Employee Stock Purchase Plan (15% discount of strike price)

• Tuition-Free Education

• 10-week Maternity/Paternal Leave

• 10% Associate Discount

For information about our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.

ADA Requirements

Physical Demand

• Ability to hear, listen and to communicate verbally with others.

• Ability to sit and stand for long periods of time.

• Ability to use basic computer tools (e.g., keyboard, mouse, and monitor).

• Move throughout all areas of a store, distribution, or data center facility with or without a reasonable accommodation.

• Bend, stoop, kneel, reach, twist, lift, push, pull, climb (ladders, stairs), balance, and/or crouch on a daily basis to accomplish work activities.

• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.

Environmental Factor

• Exposure to varying temperatures, extreme heat or cold, and/or wet, damp, or drafty conditions.

• Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distraction.

• Exposure to shaking objects and equipment.

Lifting

• Individuals in this job must be able to handle and move items weighing up to the following weight with or without reasonable accommodation.

• Lifting and moving merchandise methods will vary depending on role of associate, weight of merchandise, and/or volume of product; associates must follow lifting guidelines.

• A single lift by one associate should not exceed 70 with or without an accommodation.

• Team lifts should be utilized minimally starting at 70 pounds, or when an individual feels a lift is beyond their personal limitations.

• Powered equipment should be used when needed depending on load and volume. (Associate must have proper training to utilize powered equipment or ask a trained coworker for assistance).

About Lowe’s 

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.