systems analyst lead, Store Tech Operations- ST (Nashville, TN)

Now Brewing – Systems Reliability Leaders! #tobeapartner From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. In this role, you will lead a production-focused analyst team responsible for day-to-day operational stability across store-facing technology. You will partner closely with Systems Analysts, PM/TPM teams, Developers, and store partners to resolve daily store issues quickly, remove recurring friction, and keep services running smoothly. You will also lead critical incident response when needed, including triage, cross-team coordination, restoration, and follow-through actions. Using an SRE mindset, you will strengthen monitoring, alerting, and operational metrics, and turn issue and incident trends into durable improvements in reliability, release readiness, and store experience. As a systems analyst lead, you will: • Own day-to-day operations, including incidents, requests, critical issues, and support coverage, with accountability for queue health, SLA attainment, and service quality. • Serve as the Tier 3 escalation owner, driving root-cause analysis and permanent fixes rather than recurring break-fix solutions. • Own endpoint compliance, vulnerability remediation, patch management, and hardening. • Act as the technical lead for site reliability engineering, setting standards and building diagnostic rigor through mentorship. • Build automation using PowerShell, Python, or Bash for diagnostics, remediation, health checks, and reporting. • Analyze ticket and reliability trends to eliminate the most common recurring issues and champion AI-driven and agentic solutions that advance reliability and observability strategy. • Lead a team that partners with Systems Analysts, Technical Program Managers, Project Managers, Product Managers, Developers, and store partners to resolve complex production issues. • Direct team collaboration with Developers and TPMs/PMs to support software and product releases, including end-to-end validation. • Oversee the development of monitoring and data analysis tools that provide actionable insights to a broad range of leaders and organizations. We’d love to hear from people with: • 10+ years of relevant experience. • Strong working knowledge of all facets of the systems development lifecycle and IT operations. • Deep expertise in the configuration and integration points of relevant applications, modules, and platforms. • Solid understanding of and design experience with Service Oriented Architecture (SOA). • Experience leveraging user-centric design concepts in conjunction with agile prototyping, development, and testing to deploy highly engaging technology solutions for end users. • Ability to combine technology expertise with a deep understanding of business requirements to design and deploy highly reliable, scalable, and sustainable global technology solutions. • Ability to collaboratively and objectively assess the benefits, costs, and viability of proposed solution options and drive alignment across a diverse group of stakeholders. • Ability to apply knowledge of business principles and technology practices to achieve successful outcomes in cross-functional activities. Preferred qualifications • 5+ years of experience in a senior, lead, or escalation-tier role within a multi-site environment. • Proven experience leading technical analyst teams in fast-paced production environments. • Deep experience leading critical production incident response, including rapid triage, cross-team coordination, clear command-and-control communications, and full lifecycle ownership through recovery and post-incident corrective actions. • Demonstrated success in incident triage, root-cause analysis, and driving complex production issues through resolution. • Experience with enterprise endpoint management, database operations support, and networking fundamentals, including DNS, DHCP, VLANs, wireless networks, firewall policies, and switch-level troubleshooting. • Experience applying Python, PowerShell, or Bash scripting and automation to real-world support challenges. • Experience with ServiceNow or a similar IT service management platform. • Demonstrated technical leadership without formal authority and a commitment to addressing root causes rather than clearing symptoms. • Strong cross-functional partnership skills across Systems Analysts, PM/TPM roles, Developers, and store or field partners. • Hands-on experience supporting software and product releases, including coordination, validation, and post-release stabilization. • Ability to build and scale monitoring, reporting, and data analysis tools that inform operational and leadership decisions. • Experience refining support-health KPIs, such as mean time to resolution, customer satisfaction, and bug recurrence, and using them to drive continuous improvement. • Strong communication and executive briefing skills, including the ability to translate technical issues for varied audiences during critical incidents. • A track record of mentoring and coaching support engineers and analysts while developing team capability, accountability, and ownership. As a Starbucks partner, you (and your family) will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire*, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year. Starbucks also offers eligible partners participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), Starbucks equity program (Bean Stock), incentivized emergency savings, and financial well-being tools. Additionally, Starbucks offers 100% upfront tuition coverage for a first-