Requisition ID: 64319

ABOUT WHIRLPOOL CORPORATION
Whirlpool Corporation (NYSE: WHR) is a leading kitchen and laundry appliance company, in constant pursuit of improving life at home and inspiring generations with our brands. The company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2023, the company reported approximately $19 billion in annual sales, 59,000 employees, and 55 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.

The team you will be a part of

The Information Systems team is responsible for implementation of the enterprise architecture and the development and maintenance of the organization's computing/IT environment. Determines and develops architectural approaches and solutions, conducts business reviews, documents current systems and develops recommendations of how to proceed with the applications.

This role in summary

Whirlpool is looking for a motivated individual to drive Whirlpool’s strategic imperatives in partnership with a regional business and strategic suppliers. You will be accountable for ensuring the availability, reliability, security, and scalability of various systems by leveraging alerts and monitoring tools for different operational issues that systems experience. Measure system performance against set KPIs and take corrective actions to meet them. Perform RCAs of issues and document the analysis and fixes for future reference. Have an enthusiastic, go-for-it attitude to take ownership to solve challenges. Be collaborative with supplier and development teams to understand changes to be deployed in production and troubleshoot issues. Have the urge to document and create Standard Operating Procedures (SOPs) so you and your team don't need to learn the same thing twice. Open to work in shifts and flexible to be on call when needed.

You will be responsible for the support, maintenance, and development of key systems that enable the business team's values and goals. You will collaborate with a supplier and application owners to support these goals, initiatives, and priorities. This role will report to the Regional IT organization, with regular connections to application and business team leadership.

Your responsibilities will include

• Partner with functional business stakeholders to deliver IT solutions and services aligned with the strategic imperatives and company objectives.
• Project Management - Collaboration, Coordination, and Communication of the managed services cross-functionally.
• Provide an exceptional IT service culture that delivers for the organization and all stakeholders.
• Provide leadership for the delivery of 24/7 service operations and KPI compliance – including Vendor Management and incident/problem management.
• Establish and maintain strong, strategic partnerships with vendors and service suppliers.
• Work on reducing toil by automating the operations activities.
• Take measures like creating alerts and auto scalers to ensure infrastructure and systems remain stable and scalable. Thus ensuring that error budgets and IT Operation KPIs are met.
• Follow the SOP to resolve incidents within the given SLA.
• Create SOPs for new practices to be followed and provide suggestions for improving existing SOPs.
• Analyze KPI reports to identify issues and causes of system outages/performance degradation and document the analysis for future reference.
• Communicate with development teams, stakeholders, and business partners about system outages, impact, and ETA to resolve with regular updates on the progress.
• Document RCAs of incidents and work closely with the development team to improve the reliability and resiliency of the system to avoid such issues in the future.
• Provide analytical data on the system performance to the Solution Architect, Stakeholders, and Tech boards.
• Collaborate with developers to understand system changes and their impact on system stability, reliability, security, performance, scale in production, and monitoring parameters.
• Support production deployments by working closely with application owners, development, and operations lead engineers.
• Spend time understanding and documenting the system behavior.
• Update the operations team on tasks and activities as part of shift handover including giving a walkthrough of documentation and analysis done.
• Conduct technical walkthroughs of systems and applications as needed.

Minimum requirements

• Bachelor's Degree : (BE/B Tech) in Computer stream
• Exp: 6+ experience in IT with 3+ years of experience in a Service Management role
• Supply Chain, Marketing, Sales & Customer Service business processes/capabilities in E-commerce, Retail, and Customer Relationship Management
• Expert in the usage of Monitoring tools
• Cross-functional partnerships – identify, analyze, and develop partnerships through collaboration and facilitation
• Customer Focus - develop and maintain customer relations with internal stakeholders. Actively seek information to understand customers’ circumstances, problems, expectations, and needs
• Excellent communication and interpersonal skills are essential to develop customer relationships and work directly with executive management
• Can complete many broad, complex tasks.
• Can use knowledge of theory and practical experience to choose principles and processes for technical tasks without supervision or guidance.
• Proficient in technical and functional understanding of technologies used by the systems/services
• Ability to freely collaborate and communicate with engineering teams, leadership, stakeholders, and enterprise teams about incidents, issues, changes
• Ability to follow SOPs and provide recommendations for improvement
• Mindset to take ownership of understanding, documenting, and resolving incidents in a timely manner
• Proficient in Agile methodology & DevOps principles
• Proficient in Managing the Team and Task Delegation
• Proficient time managing scope, timeline and deliverables for critical initiatives

Preferred skills and experiences

• Exceptional interpersonal, influencing, and oral & written communication skills to engage key stakeholder groups, including a variety of senior leaders as well as technical operators
• Understanding of tools for managing SLA and KPIs
• Certification in DevOps or soft skills will be an added advantage
• Self-development training on communication, business etiquette
• Expected to be passionate to learn, resilient in troubleshooting, persuasive in collaborating, clear and transparent in communication