systems analyst lead, Site Reliability - 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 that operates at the center of reliability for store-facing technology. You will drive critical incident response end to end, including rapid triage, clear command-and-control communication, cross-team coordination, service restoration, and post-incident follow-through, while partnering closely with Systems Analysts, PM/TPM teams, Developers, and store partners. You will help define and improve operational health through monitoring, alerting, and actionable reliability metrics, and use incident trends and data analysis to reduce toil, strengthen release readiness, and prevent repeat failures. This role is accountable for turning operational insight into durable improvements in availability, performance, and customer 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-time bachelor’s degree through Arizona State University’s online program via the Starbucks College Achievement Plan, student loan management resources, and access to other educational opportunities. You will also have access to backup care and DACA reimbursement. Starbucks will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, and in accordance with its plans and policies. This list is subject to change depending on collective bargaining in locations where partners have a certified bargaining representative. For additional information regarding partner perks and more detailed information about benefits, go to starbucksbenefits.com.

*If you are working in CA, CO, IL, LA, ME, MA, NE, ND or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above. For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At Starbucks, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

We believe we do our best work when we're together, which is why we're onsite four days a week.

Join us and inspire with every cup. Apply today!

Starbucks Coffee Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or protected veteran status, or any other characteristic protected by law.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

Starbucks Coffee Company is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at [email protected] or 1(888) 611-2258.

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