About the position

The Systems Analyst Lead leads a production-focused analyst team responsible for reliability of store-facing technology. The role drives critical incident response from triage through service restoration and post-incident follow-through, coordinating across technical teams and store partners. It also defines and improves operational health through monitoring, alerting, reliability metrics, incident trend analysis, and data-driven improvements to availability, performance, and customer experience. The role owns day-to-day operations and support coverage, queue health, SLA attainment, endpoint compliance, vulnerability remediation, patch management, and hardening. As the Tier 3 escalation owner and technical lead for site reliability engineering, the Systems Analyst Lead establishes standards, mentors the team, and drives root-cause analysis and lasting fixes. The role builds diagnostic and remediation automation, supports software and product releases, and develops monitoring and analysis tools that give leaders actionable operational insights. Starbucks describes its work environment as onsite four days per week.

Responsibilities

• 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 and drive root-cause analysis and permanent fixes instead of 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 recurring issues and advance reliability and observability through AI-driven and agentic solutions.
• Lead a team partnering with Systems Analysts, Technical Program Managers, Project Managers, Product Managers, Developers, and store partners to resolve complex production issues.
• Direct collaboration with Developers and TPMs/PMs to support software and product releases, including end-to-end validation.
• Oversee development of monitoring and data analysis tools that provide actionable insights to leaders and organizations.
• Drive critical incident response through triage, coordination, communications, restoration, and post-incident follow-through.
• Use incident trends and data analysis to reduce toil, strengthen release readiness, and prevent repeat failures.

Requirements

• 10+ years of relevant experience.
• Strong working knowledge of all facets of the systems development lifecycle and IT operations.
• Deep expertise in 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 with agile prototyping, development, and testing to deploy engaging technology solutions for end users.
• Ability to combine technology expertise with business requirements to design and deploy 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 diverse stakeholders.
• Ability to apply business principles and technology practices to achieve successful outcomes in cross-functional activities.

Nice-to-haves

• 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, command-and-control communications, 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 commitment to addressing root causes rather than 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 for 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 translating technical issues for varied audiences during critical incidents.
• Track record of mentoring and coaching support engineers and analysts while developing team capability, accountability, and ownership.

Benefits

• Medical, dental, and vision insurance.
• Basic and supplemental life insurance and other voluntary insurance benefits.
• Short-term and long-term disability.
• Paid parental leave and 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.
• 401(k) retirement plan with employer match for eligible partners.
• Discounted company stock program (S.I.P.) and Starbucks equity program (Bean Stock).
• Incentivized emergency savings and financial well-being tools.
• 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.
• Backup care and DACA reimbursement.