Chewy: ITOC Analyst - Day Shift (E-Commerce)
343 Congress Street
Boston, MA 02110

Employee Testimonials

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Our Opportunity:

We are seeking a highly motivated ITOC Analyst - Day Shift (E-Commerce) to be part of an exciting team located at our Headquarters in Boston, MA. The ITOC analyst is a vital role to ensuring a healthy technology environment for our customers. The Chewy ITOC Analyst will be in charge of monitoring the chewy technology environment, troubleshooting service impacting issues, communicating to the business and teams effectively to resolve major incidents, and perform daily operations to ensure company stability. The ITOC team is constantly engaging with the core IT teams to find ways to proactively monitor the environment, and develop skills to handle tier 1 and 2 tasks.

What you'll do:

  • Monitor the Chewy enterprise environment in a 24/7/365 operation that is constantly available upon contact, and availability to address alerts and incidents 100% of the time.
  • React to alerts by performing Tier 1 and Tier 2 operations depending on the issue.
  • E-commerce and Cloud specific skills such as Linux, AWS, Splunk, Datadog a must.
  • Perform daily operations of various teams to assist with day to day workload, and prevent future issues.
  • Effectively escalate service impacting issues to the correct teams, and collaborate to ensure the issue is resolved as soon as possible. Preliminary troubleshooting before escalating is required.
  • Incident Management by analyzing and acting on major incidents according to their severity/priority level. This includes effective communications and documentation of incidents according to the proper procedures.
  • Run daily, weekly, monthly and yearly reports of our various services to identify trends and prevent future issues.
  • Position may require some travel

What you'll need:

  • A bachelors degree in computer sciences or equivalent
  • A minimum of 5 years of experience providing technical support directly to users
  • AWS experience
  • Linux OS experience
  • Datadog, Cloudwatch, or other APM tool experience
  • At least 3 years of experience in a Network Operation Center in an enterprise environment
  • Excellent organizational and troubleshooting skills
  • Able to handle multiple tasks in a fast-paced environment
  • Able to communicate effectively and to work collaboratively with all levels of the organization
  • Superior customer service and client interfacing skills

Bonus:

  • E-Commerce platform and support
  • Networking experience
  • APM experience
  • Certification in ITIL
  • Experience with incident and problem management
Full-time

Employee Testimonials

Bill Poitras
Software Engineer

It’s amazing working with such a diverse group of talented people at Chewy! I really love the culture of fun, collaboration, hard work, and innovation that I’ve seen throughout the company. I especially am impressed the lengths our company strives to wow our customers. I’ve witnessed first-hand how our customer service representatives not only encourage the passion of pet parents, but share their own. I’m grateful for the opportunity to learn so much new technology and the world of e-commerce.

Becca Litwack
Affiliate Marketing Manager

The environment at Chewy is energizing and there is a strong sense of purpose. Our focused attention to the customer leads to great enthusiasm for the work we get to do. There is real comradery on the teams as well – our team frequently lunches together which lends to a friendly work environment, collaboration, and innovation. Having dogs in the office doesn’t hurt either!

Shantesh Kanekar
Director of Software Engineering

The company known for best in class Customer Service knows how to keep its internal customers (our team members) happy, too. There is a positive energy and vibe the moment you set foot in the office. The workforce at Chewy is a vibrant mix of diversity in all aspects but one thing that is common is the shared belief of being the best in class at whatever job function one is in.

Chris Foley
Senior Software Development Manager

Working at Chewy is fast-paced, challenging, and very fulfilling. Each person here has the opportunity to have a profound effect on how we wow both our internal and external customers. We place a very high value on customer service here at Chewy and regardless of what you are working on, the customer satisfaction is always going to be #1. By everyone working towards the same common goal, teamwork organically happens in everything we do.