The Retail IT Systems Lead is responsible for managing the design, development, and implementation of physical store "Experience" applications and technologies, along with providing daily support, managing escalations, and driving process optimizations. The role involves managing the ongoing development of SENTRY and SENTRY Mobile monitoring tools to proactively catch performance issues, leveraging agentic AI/AIOps solutions to resolve recurring incidents, and conducting service reviews with internal and external partners to ensure a dependable support network. Acting as a trusted advisor, this on-site role partners with business leaders, stakeholders, and external vendors to minimize disruptions and support the overall technology infrastructure.

REQUIREMENTS

Must have

• Education & Certifications: Undergraduate degree (MIS or Computer Science is a plus) and an ITIL Certification (or a demonstrated thorough understanding of ITIL).
• Industry Experience: 5+ years of experience in IT service management/project management, combined with 5+ years of experience in the Retail industry performing an IT function.
• Technical Depth: Experience with cloud and local hosting/services, site technology architecture, and a demonstrated understanding of the full technology stack (including LAN, WAN, Firewalls, POS Hardware, and Applications).

Nice-to-Have

• CSM (Certified ScrumMaster) certification.
• Working experience with Python, Power BI (or other analytics tools), chatbot best practices, Splunk (application performance tool), and DCRUM (Dynatrace infrastructure performance tool).
• Experience with SAP, UNIX, or Oracle.

KEY RESPONSIBILITIES

• Manage Experience Store Systems: Oversee the full lifecycle of physical store Experience systems (including Personalized Printing, Mood Analyzer, Faces Booth, Mirror/Moves, etc.) from initial design through daily technical support.
• Deploy Agentic AI & Proactive Monitoring: Deploy agentic AI solutions to automate root cause analysis and incident resolution for recurring issues, and manage the ongoing development of SENTRY and SENTRY Mobile monitoring tools.
• Conduct Service Reviews & Manage Vendors: Lead regular service reviews and manage relations with internal support partners (SRC, ENS, SITS) and external vendors (POSRG, KFP, CreateMe, OLR) to build a dependable, highly responsive support network.
• Support Adjacent Physical Store Technologies: Provide support for adjacent infrastructure in stores, such as Point of Sale (POS), Store Networks, Routers, Wireless Access Points, and Corporate/Guest Wi-Fi.

What can you expect from Mars?

Work with diverse and talented Associates, all guided by the Five Principles. Join a purpose driven company, where we’re striving to build the world we want tomorrow, today. A strong focus on learning and development support from day one, including access to our in-house Mars University. An industry competitive salary and benefits package, including company bonus.

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