Sr DevOps Mgr - Skipcart

Who we are

With more than 13,000 stores in the U.S. and 84,500 stores globally, it is no wonder 7-Eleven, Inc. has been named an iconic brand. In addition to 7-Eleven stores, 7-Eleven, Inc. also operates and franchises Speedway, Stripes, Laredo Taco Company and Raise the Roost locations.

Since inventing the convenience industry in 1927, 7-Eleven has built a rich 96-year history filled with beloved products like Slurpee, Big Gulp and Big Bite, and fan-favorite holidays like Slurpee Day and Bring Your Own Cup Day. Now, 7-Eleven is on a mission to contemporize the brand and redefine convenience - and we need your help.

About This Opportunity

The Company

7Drive is 7-Eleven's delivery division and we're on a mission to bring on-demand delivery to cities and towns throughout the United States.We serve our communities by connecting our network of drivers to restaurants, retailers, and grocers.

Role Overview

We are looking for an experienced Application Support Manager to oversee L2 and L3 support teams for our Last-Mile Delivery Application platform. You will be responsible for leading support teams, proactive infrastructure monitoring, incident management, processing service tickets, escalations, and adherence to SLAs. Your expertise in Java, .Net Core, Azure/AWS Cloud, Mobile Apps and Web Apps, along with your leadership skills, will be essential in maintaining service availability, driving team performance, and improving overall system uptime.

Responsibilities

• Lead and manage a geographically dispersed support team across multiple time zones (L2, L3).
• Develop and implement scalable 24x7 support models to accommodate a growing user base.
• Define roles and responsibilities for efficient incident resolution and service request handling.
• Develop and enforce SLAs for incident response and resolution to meet client expectations.
• Implement proactive monitoring and alerting on key business processes, services, cloud- native applications, SQL Server, MongoDB databases.
• Foster a culture of continuous improvement through runbook documentation, training, knowledge sharing, and refining processes.
• Serve as the primary point of contact for business operations team ensuring prompt and effective resolution.
• Collaborate with development teams, business operations and customer success teams to resolve issues.
• Oversee health and performance monitoring of cloud infrastructure behind application, identifying opportunities for optimization.
• Work with enterprise DevOps teams to implement robust disaster recovery and business continuity plans to minimize service disruptions.
• Monitor and report infrastructure provisioning needs, security enhancements and right sizing support teams.
• Utilize expertise in Application development, Azure/AWS cloud services to troubleshoot complex issues and guide your team in effective problem-solving.
• Work closely with development teams to prioritize bug fixes and product enhancements based on support insights.
• Ensure incident tracking tools are updated in accordance with established norms and processes, gather all essential data and document any discoveries and concerns.
• Generate regular reports on support metrics, including ticket volumes, resolution times, and system uptime.
• Actively participate in bridge calls with team members and contractors/vendors to prevent or quickly address problems.
• Analyze data to identify trends, root causes of recurring issues, and opportunities for service improvement.
  
  

Qualifications

• Bachelor's degree in computer science, Engineering, or related field.
• 10 years of experience managing Application Support teams running numerous services and cloud-native applications.
• Deep understanding of OLTP systems architecture, SQL Server & NoSQL management.
• Experience in building and scaling support operations for rapidly growing business.
• Experience with managing applications across multiple data centers is a plus.
• Excellent leadership, communication, and interpersonal skills.
• Certification in AWS/Azure Cloud Practitioner is a plus.
• Certification in ITIL or similar frameworks is a plus.
  
  

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link.

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