Lead Analyst I - Senior System Analyst - Guest Support [T500-14444]

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 :

Must haves :