Director, Technology(Technical Solutions)

About the Team

You will be part of the Technical Infrastructure and Security organization that is responsible for designing, building and delivering key technologies, globally, including: Cyber Security, Firewalls, end user compute, compliance, servers, Containers, Storage & backup, Networking, Voice, service desk and enterprise tools. Our job is to ensure that every WSI location, associate and customer has the best experience possible utilizing the vast array of technical solutions we provide.

The purpose of the Technology Services department is to enhance the quality, resiliency, security and scalability of the technology in use by the business, peers and development efforts. Our customer success is paramount to the organizations success and ability to deliver an exceptional customer experience.

You will partner with many other groups in multiple global locations to deliver on the objectives and key results that will be driven and supported from our India office location in support of this purpose.

About the Role

Your job is to ensure the members of this cross-discipline team get the same level of support that our Brands are legendary for providing in our retail stores, this team delivers the hardware and software necessary to keep the company working efficiently, effectively, and securely, resolving end user requests per our commitment through service level objectives that are set through a balance of data and business needs.

You will analyze and monitor the progress of your associates towards achieving the objectives and key results of our numerous projects. Under your technical leadership, you will ensure we deploy to standards, automate service delivery, complete capacity planning and demonstrate efficient and cost-effective use of the infrastructure this team is responsible for. You will develop your staff through training and coaching, demonstrating our people first corporate value.

This role reports to the Vice President of Technology Solutions.

Here is what you will do

• Keep our internal customers (associates) delighted with technical delivery of servers, storage, security and compliance, networking, enterprise tool integration among countless other potential tech stacks
• Manage communication and workflow across the multiple technology domains our India Technology Center houses to foster a larger sense of team across the many tech towers
• Ensure our teams are executing on our objectives and key results (project-based work)
• Maintain our daily operational SLOs, helping smooth process and roadblocks to keep our services operating 24x7
• Communicate with our business partners to keep them up to date to ensure the technology is delivered on-time and with quality
• Vigilantly defend our technical security posture with the local security operations function and through vulnerability and OS patching in the other functional domains
• Make decisions on priority of assignments and delivery through data analysis and a deep understanding of the goals of the overarching organizational objectives.

Here is how you will be successful...

• Consistently lead by example, be a role model and change agent for your team and the larger technology organization
• Drive an outcome/impact-based culture and implement methodologies to get us there
• Be a team player with integrity, passion, initiative, and have the ability to motivate others
• Committed to self-development and mentoring of others
• Be proficient at working across the organization and interact/influence/negotiate effectively at all levels, peers and management
• Bring new ideas that stretch our bounds and move the team to the next level
• Drive continual improvement and positive change through repeatable process implementation.

Youre excited about this opportunity because you will manage and lead technical and support teams that will...

• Create and annually review the organizations purpose and validate that each Manager understands the vision (be transparent) and what outcome is wanted
• Empower the team to deliver work and have them contribute/own the goals/objectives/key results for their areas
• Recognize teams and individuals for jobs well done and above and beyond
• Be available for escalations and to help with prioritizing work
• Listen to all ideas, and provide feedback and make adjustments
• Continually develop and implement technical standards for all WSI End User platforms
• Work with the other groups to evaluate new technologies and perform POCs (Proof of Concepts) to extend the multi-year roadmap and set overall technical direction for our infrastructure team
• Work with Direct reports to gather, analyze and drive project requirements, design and implement infrastructure components
• Work closely with the outsourced Level 1 teams; define their workflow and runbooks; and review annually
• Provide insightful data to guide decision making and offer proactive solutions.
• Work side by side with our associates to get things done
• Have a skilled steam that supports the WSI computing environment 7*24*365
• Grow and develop your teams technical capabilities, manage team s priorities and tasksHere s what you will bring...
• Minimum of 12 + years in related work experience in technical support and managing multiple teams
• Experience in large enterprise environments supporting a wide variety of hardware, software and end users
• Tendency to roll up sleeves and dig into the work of your team
• Strong analytical, problem-solving, and abstract conceptualization skills
• Highly motivated, strong sense of urgency and track record of getting results
• Excellent written and verbal communication skills
• Strong project management skills with the ability to lead technical professionals
• Excellent leadership and partnering capabilities
• CS/EE/CE Degree preferred
• Strong Plus: Software License Management experience for in a Fortune 500 enterprise.

Here s what you will bring...

• Minimum of 12 + years in related work experience in technical support and managing multiple teams
• Experience in large enterprise environments supporting a wide variety of hardware, software and end users
• Tendency to roll up sleeves and dig into the work of your team
• Strong analytical, problem-solving, and abstract conceptualization skills
• Highly motivated, strong sense of urgency and track record of getting results
• Excellent written and verbal communication skills
• Strong project management skills with the ability to lead technical professionals
• Excellent leadership and partnering capabilities
• CS/EE/CE Degree preferred
• Strong Plus: Software License Management experience for in a Fortune 500 enterprise

We believe in People First

We firmly believe that working in a culture focused on diversity, equity, and inclusion spurs innovation, creates healthy and high-performing teams, and delivers superior customer experiences. Our DEI initiatives prompt associate participation and engagement, aligning with our core vision to reflect the communities where we do business and put people first.

Your Journey in Continued Learning

• In-person and online learning opportunities through WSI University
• Cross-brand and cross-function career opportunities
• Resources for self-development
• Advisor (Mentor) program
• Career development workshops and learning programs
• Speaker series