Sr. Analyst, Technical Support

Walmart
Full_time•India

📍 Job Overview

  • Job Title: Sr. Analyst, Technical Support
  • Company: Walmart
  • Location: Hyderabad, Office Level 3 & 4, Block A - East Wing, India
  • Job Type: On-site
  • Category: Technical Support
  • Date Posted: 2025-08-08
  • Experience Level: 0-2 years
  • Remote Status: On-site

🚀 Role Summary

  • Key Responsibilities:
    • Provide first-line support to WBD's global user community via ServiceNow Live Chat, Phone, and remote tools.
    • Troubleshoot and resolve end-user inquiries, ensuring prompt and accurate responses.
    • Collaborate with the team to escalate complex issues and maintain up-to-date documentation.
    • Support various operating systems (Windows, OSX, iOS, Android) and devices (Apple, Dell, Lenovo).
    • Manage printing and MFP setups within the WBD environment.

📝 Enhancement Note: This role requires strong problem-solving skills and the ability to work independently, as you'll be supporting users across different time zones and cultures.

💻 Primary Responsibilities

  • Operations and Administration:

    • Provide remote support using tools like Zoom.
    • Work on Global Service Desk incidents and requests routed via ServiceNow.
    • Use additional IT tools such as Okta admin, Active Directory, Intune, and ServiceNow for resolution.
    • Record incidents accurately and timely in the ServiceNow ticket management system.
    • Identify outdated documentation and report to managers or senior team members.
    • Keep customers informed of open tickets.

  • Escalations, Collaboration, and Documentation:

    • Collaborate with the team to resolve complex issues.
    • Maintain accurate and up-to-date documentation.
    • Keep customers informed about open tickets and resolution progress.

  • Miscellaneous:

    • Support Windows, OSX, iOS, and Android operating systems.
    • Support Apple, Dell, and Lenovo devices.
    • Support printing and MFP setups in the WBD environment.
    • Perform any other ad-hoc responsibilities as requested by the manager.

🎓 Skills & Qualifications

Education: A secondary education or equivalent in IT/telecommunications is preferred.

Experience: 1-2 years of prior experience in supporting a complex technology environment and user-based systems.

Required Skills:

  • Superior analytical and problem-solving skills
  • Excellent written and verbal communication skills
  • Excellent relationship-building skills
  • Ability to work collaboratively within a team
  • Ability to handle multiple assignments concurrently
  • Ability to prioritize based on criticality
  • Comfortable with autonomy based on time zone
  • English proficiency: Upper-Intermediate

Preferred Skills:

  • Experience managing outages
  • Familiarity with ServiceNow, Active Directory, Okta, Intune, and Zoom

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

  • Demonstrate problem-solving skills and experience managing user-based systems.
  • Showcase your ability to work collaboratively within a team and handle multiple assignments concurrently.
  • Highlight your experience with IT tools such as ServiceNow, Active Directory, Okta, Intune, and Zoom.

Technical Documentation:

  • Provide examples of accurate and up-to-date documentation for IT systems or processes.
  • Demonstrate your ability to identify and report outdated documentation.

💵 Compensation & Benefits

Salary Range: INR 4,00,000 - 6,00,000 per annum (Estimated based on industry standards for a Technical Support Analyst role in Hyderabad, India)

Benefits:

  • Competitive benefits package
  • Opportunities for career growth and development
  • Flexible work arrangements (Weekends, Public Holidays, and Shifts)

Working Hours: 40 hours per week, with flexibility to accommodate work and team needs as required.

🎯 Team & Company Context

🏢 Company Culture

Industry: Warner Bros. Discovery operates in the entertainment industry, focusing on creating and distributing engaging content across various platforms.

Company Size: Warner Bros. Discovery is a large, global organization with a diverse range of brands and content.

Founded: Warner Bros. was founded in 1923, and Discovery, Inc. was founded in 1985. The two companies merged in 2022 to form Warner Bros. Discovery.

Team Structure:

  • The Technical Support team is part of the broader IT department, which supports the global user community.
  • The team works collaboratively to resolve end-user inquiries and maintain the smooth operation of IT systems.

Development Methodology:

  • The team follows ITIL (Information Technology Infrastructure Library) best practices for incident and problem management.
  • They use ServiceNow as their primary ticket management system and collaborate using tools like Zoom.

Company Website: Warner Bros. Discovery

📝 Enhancement Note: Warner Bros. Discovery is a large, global organization with a diverse range of brands and content. The Technical Support team plays a crucial role in ensuring the smooth operation of IT systems and supporting the global user community.

📈 Career & Growth Analysis

Technical Support Analyst Career Level: This role is an entry-level to mid-level position within the Technical Support career path. Responsibilities include providing first-line support to end-users, troubleshooting and resolving issues, and collaborating with the team to escalate complex problems.

Reporting Structure: The Technical Support Analyst reports directly to the Technical Support Manager.

Technical Impact: The role has a direct impact on the user experience and productivity of WBD's global workforce. By providing prompt and effective support, the Technical Support Analyst helps to minimize downtime and maximize user satisfaction.

Growth Opportunities:

  • Technical Specialization: Develop expertise in specific areas, such as network infrastructure, server management, or application support.
  • Team Leadership: Demonstrate strong leadership skills and take on a mentoring role within the team.
  • Process Improvement: Identify opportunities to improve support processes and drive continuous improvement.

📝 Enhancement Note: Career progression in Technical Support roles typically involves developing expertise in specific areas, taking on leadership responsibilities, and driving process improvement initiatives.

🌐 Work Environment

Office Type: The Hyderabad office is a modern, collaborative workspace designed to facilitate team interaction and knowledge sharing.

Office Location(s): Hyderabad, India

Workspace Context:

  • The workspace is equipped with multiple monitors and testing devices to support remote troubleshooting and problem-solving.
  • The team works collaboratively, with regular meetings and knowledge-sharing sessions to ensure consistent support and continuous learning.

Work Schedule: The role requires working on-site, with flexibility to accommodate weekend, public holiday, and shift work as needed.

📝 Enhancement Note: The work environment at Warner Bros. Discovery is designed to be collaborative and supportive, with a focus on knowledge sharing and continuous learning.

📄 Application & Technical Interview Process

Interview Process:

  1. Phone/Video Screen: A brief conversation to assess communication skills and cultural fit.
  2. Technical Assessment: A hands-on assessment of your problem-solving skills and familiarity with relevant IT tools (e.g., ServiceNow, Active Directory, Okta, Intune, Zoom).
  3. Final Interview: A discussion with the hiring manager to assess your fit for the role and the team.

Portfolio Review Tips:

  • Highlight your problem-solving skills and experience managing user-based systems.
  • Showcase your ability to work collaboratively within a team and handle multiple assignments concurrently.
  • Demonstrate your experience with IT tools such as ServiceNow, Active Directory, Okta, Intune, and Zoom.

Technical Challenge Preparation:

  • Brush up on your analytical and problem-solving skills, as you'll be expected to troubleshoot and resolve issues under time constraints.
  • Familiarize yourself with the relevant IT tools and be prepared to discuss their functionality and application in a support environment.

ATS Keywords:

  • Programming Languages: N/A
  • Web Frameworks: N/A
  • Server Technologies: Active Directory, Okta, Intune
  • Databases: N/A
  • Tools: ServiceNow, Zoom
  • Methodologies: ITIL
  • Soft Skills: Analytical, problem-solving, communication, teamwork, time management
  • Industry Terms: Technical Support, Incident Management, Problem Management, ITIL

📝 Enhancement Note: The interview process for this role focuses on assessing your problem-solving skills, communication abilities, and cultural fit within the team. Be prepared to discuss your experience with relevant IT tools and demonstrate your ability to work collaboratively within a team.

🛠 Technology Stack & Web Infrastructure

IT Tools:

  • Ticket Management: ServiceNow
  • Identity Management: Okta, Active Directory
  • Mobile Device Management: Intune
  • Remote Collaboration: Zoom

📝 Enhancement Note: The technology stack for this role is centered around IT tools that support incident and problem management, as well as remote collaboration. Familiarity with these tools is essential for success in the role.

👥 Team Culture & Values

Technical Support Values:

  • User-Centric: Focus on providing prompt and effective support to end-users, minimizing downtime, and maximizing user satisfaction.
  • Collaborative: Work closely with the team to resolve complex issues and maintain up-to-date documentation.
  • Continuously Learning: Stay current with emerging technologies and best practices in IT support.

Collaboration Style:

  • Teamwork: Collaborate with the team to resolve complex issues and maintain up-to-date documentation.
  • Knowledge Sharing: Regularly share insights and learnings with the team to ensure consistent support and continuous learning.
  • Cross-Functional Integration: Work closely with other teams, such as IT Infrastructure and Application Support, to ensure seamless user experiences.

📝 Enhancement Note: The Technical Support team at Warner Bros. Discovery is committed to providing prompt and effective support to end-users, minimizing downtime, and maximizing user satisfaction. They value collaboration, continuous learning, and staying current with emerging technologies and best practices in IT support.

⚡ Challenges & Growth Opportunities

Technical Challenges:

  • High Volume of Inquiries: Manage a high volume of end-user inquiries efficiently and effectively.
  • Complex Issues: Troubleshoot and resolve complex issues, often working with limited information.
  • Time Zone Differences: Provide support to a global user community, working with users across different time zones and cultures.

Learning & Development Opportunities:

  • Emerging Technologies: Stay current with emerging technologies and best practices in IT support.
  • Process Improvement: Identify opportunities to improve support processes and drive continuous improvement.
  • Leadership Development: Develop leadership skills and take on a mentoring role within the team.

📝 Enhancement Note: Technical Support roles present unique challenges, such as managing high volumes of inquiries and troubleshooting complex issues. However, they also offer opportunities for continuous learning, process improvement, and leadership development.

💡 Interview Preparation

Technical Questions:

  • Problem-Solving: Describe a complex technical issue you've resolved and the steps you took to identify and implement a solution.
  • IT Tool Familiarity: Demonstrate your experience with relevant IT tools, such as ServiceNow, Active Directory, Okta, Intune, and Zoom.
  • Process Improvement: Discuss a time when you identified an opportunity to improve a support process and the steps you took to implement the change.

Company & Culture Questions:

  • Company Values: Explain how you align with Warner Bros. Discovery's guiding principles and how you've demonstrated them in your previous roles.
  • Team Dynamics: Describe your experience working in a collaborative team environment and how you've contributed to a positive team culture.
  • User-Centric Mindset: Explain how you ensure a user-centric approach in your support role and provide an example of a time when you went above and beyond to resolve an end-user issue.

Portfolio Presentation Strategy:

  • Problem-Solving: Highlight your problem-solving skills and experience managing user-based systems.
  • IT Tool Demonstration: Showcase your experience with relevant IT tools, such as ServiceNow, Active Directory, Okta, Intune, and Zoom.
  • User-Centric Approach: Demonstrate your ability to provide prompt and effective support to end-users, minimizing downtime, and maximizing user satisfaction.

📝 Enhancement Note: The interview process for this role focuses on assessing your problem-solving skills, communication abilities, and cultural fit within the team. Be prepared to discuss your experience with relevant IT tools and demonstrate your ability to work collaboratively within a team.

📌 Application Steps

To apply for this Sr. Analyst, Technical Support position:

  1. Submit your application through the application link.
  2. Customize your resume to highlight your problem-solving skills, experience with relevant IT tools, and user-centric approach to support.
  3. Prepare for the technical assessment by brushing up on your analytical and problem-solving skills and familiarizing yourself with the relevant IT tools.
  4. Research Warner Bros. Discovery's guiding principles and be prepared to discuss how you align with them in your interview.
  5. Practice your portfolio presentation, focusing on your problem-solving skills, experience with relevant IT tools, and user-centric approach to support.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Application Requirements

Candidates should have 1 to 2 years of experience in supporting a complex technology environment and possess strong analytical and problem-solving skills. Excellent communication and relationship-building abilities are essential, along with the capacity to manage multiple assignments concurrently.