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About Costco Wholesale:

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Costco Wholesale is a multi-billion-dollar global retailer with warehouse club operations in eleven countries. They provide a wide selection of quality merchandise, plus the convenience of specialty departments and exclusive member services, all designed to make shopping a pleasurable experience for their members.

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About Costco Wholesale India:

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At Costco Wholesale India, we foster a collaborative space, working to support Costco Wholesale in developing innovative solutions that improve members’ experiences and make employees’ jobs easier. Our employees play a key role in driving and delivering innovation to establish IT as a core competitive advantage for Costco Wholesale.

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Position Title: IT Ops Analyst - Incident Commander

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Role Summary:

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IT Ops Analysts - Technical incident Commanders are responsible for defining technology needs, prioritizing them in the global planning process, analyzing, submitting, and approving new initiatives. IT Ops Analysts lead efforts to define and manage technology solutions, project initiatives, business architectures, technology objectives and strategies, and represent these to business areas and IT leadership as needed.

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The IT Operations Analyst is a dedicated resource assigned to the coordination, escalation, communication, and resolution of high priority eCommerce incidents/problems, as well as trend identification, metric definition, and the related efforts to decrease service disruption. Additionally, IT Operations Analysts will define processes and metrics to refine current and define future state eBusiness operations support processes. The individuals in this role own the successful end-to-end tracking and resolution of incidents,



which includes managing resolution action plans, measuring service targets, and escalating incidents as required when resolution targets are missed.

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This role will also run Problem Management and drive Root Cause Investigations for the eCommerce environment.

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Job Description:

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Roles & Responsibilities:

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- Defines, captures, and validates IT requirements and other artifacts, ensuring appropriate stakeholders are involved.
- Develops key team deliverables and dashboards.
- Documents and manages risks, issues, assumptions, and constraints impacting operational support efforts.
- Develops and coordinates legal/compliance, operational controls, and associated metrics to measure success.
- Develops and implements standards, processes, and procedures for recent technology solutions; ensures newer solutions will not negatively impact current service commitments.
- Manages the incident and problem management process and team members involved in resolving the incident and problem.
- Responds to a reported incident and initiates the incident management process.
- Remediates the deviation of the current incident management process.
- Acts as the point of contact for all major incidents.
- Analyzes internal IT customer needs and priorities while initiating operational support and delivery efforts.




- Participates in periodic audits for solutions, planning, and delivery functions.
- Ensures incidents that are not immediately resolved, are appropriately escalated according to defined service level agreements (SLAs).
- Drives to key performance indicators (KPIs); improving metrics and services to our members and stakeholders.
- Identifies and reports incident and problem trends and progress.
- Ensures timely, clear communication regarding high priority issues with the appropriate stakeholders.
- Works closely with the incident owner to ensure incident escalation processes are in-line with the overall incident management processes.
- Manages and tracks supplier performance; leverages approved contractual terms for accountability.
- Develops and conducts presentations as needed.
- Represents the first stage of escalation for incidents.
- Monitors and analyzes the incidents reported to ensure that SLAs are respected, RCAs are prepared, and preventive actions are in place.
- Identifies, initiates, schedules, and conducts incident reviews.
- Ensures users and leadership are informed about the incidents’ status at regular intervals.
- Ensures the closure of all resolved and end users confirmed the incident records.
- Establishes continuous process performance, activities, roles and responsibilities, and procedures are reviewed and enhanced wherever applicable.
- Facilitates collaboration with problem management to ensure successful transition of incidents into problem investigations.
- Ensures RCA is prepared and schedules RCA reviews with the teams worked on the incident.
- Records all details and timel

Apply on Kit Job: kitjob.in/job/484oi9

📌 IT Reliability & Incident Lead-24989] (Udaipur)
🏢 Costco IT
📍 Udaipur