Production Support Technical Infrastructure Shift Lead

Nike, Inc. Philadelphia , PA 19107

Posted 3 months ago

As our Production Support Technical Infrastructure Shift Lead, you'll be joining the North America Nike Tech OPS organization. Nike brings together technology and process expertise into one streamlined, consumer- and customer-oriented team. We deliver one-stop, integrated process and technology solutions that enable Nike, Inc.'s businesses and brands worldwide. Our focus is on providing solutions that eliminate waste, maximize customer value, and drive profitable business growth. You'll bring a broad experience of successfully creating and delivering value that enables Nike to increase productivity, realize efficiencies and build profitable customer experiences. You'll be joining the Nike Tech OPS North America Organization.

Your Role

As our Production Support Technical Infrastructure Shift Lead, you'll adhere to departmental plans and priorities of the organizational strategy while delivering timely value-add solutions to the customers. You'll offer expertise in standardization of service and operations aspects of systems and business processes. Experience managing Sarbanes-Oxley controls and audits are essential. You'll be involved in developing and implementing technical solutions.

  • Executes technical and functional resolution or workaround to mitigate or restore infrastructure service disruptions.

  • Provide timely a response and analysis to customer requests.

  • Provide increased responsiveness for break fix issues: Immediate 24x7 escalation response for Infrastructure issues across all shifts, cross-facility support for all North America Distribution facilities

  • Works with Operational management to assess impact and urgency of critical and/or impactful issues.

  • Project/Initiative Coordination

  • Assist in working with Operations and Vendors to identify and fulfil the best infrastructure solution based on business need

  • Review with vendors to determine best option for implementation

  • Communicate with requestor to ensure they are kept up to date with status

  • Coordinate with teams to complete work

  • Determine timelines to best fit requirement of Operations

  • Line up work to be completed by vendors to ensure readiness

  • Work with technicians to ensure installs are completed timely and within quality standards

  • Works to align best practices across production support teams.

  • Serves as an escalation point for complex or impactful production support issues.

  • Helps maintain production support processes and ensures that teams are following documented processes to resolve issues.

  • Provide technical input for escalated issues.

  • Ensures that standards are being defined wherever reasonable to do so.

  • Helps define reports that track key performance indicators (KPIs). Routinely reviews results and develops action items to improve performance against KPIs.

  • Helps with on-boarding, coaching, mentoring and training to ensure that we're building a winning team.

  • Ensures that senior production support management is always informed of the status of initiatives, impactful issues, team health and needs.

  • Stays connected with other Solution teams to understand impacts of their changes, align on timing, and ensure adequate support handoff.

  • Ensures that best practices are in place and that root cause is found wherever possible.

  • Acts as a business consultant where needed to resolve issues and provide information to other teams.

  • Develops and maintains relationships with operational managers and obtains 360 feedback.

  • Participates in daily operational meetings as appropriate.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Senior Technical Support Engineer Cloud Opportunity For Working Remotely

Vmware, Inc.

Posted 4 days ago

VIEW JOBS 9/16/2021 12:00:00 AM 2021-12-15T00:00 Senior Technical Support Engineer VMWare Cloud solutions combine platform, tools, and methodology in the Tanzu product portfolio. Zero Trust Security, Application Modernization and Multi-Cloud solutions are designed to help the world's largest companies transform the way they build software and run their most strategic applications. The Tanzu product portfolio is used by Global 2000 companies and developers to make software development and IT operations a strategic advantage. With Application Modernization solutions from VMware, our customers are updating older software for newer computing approaches, including newer languages, frameworks and infrastructure platforms, extending the lifespan of an organization's applications while also taking advantage of technical innovations. The Tanzu product portfolio unleashes software developer productivity and creates an environment for innovation to scale, while fulfilling our mission to transform how the world builds software. The team: As Technical Support Engineers for the Applications Modernization product portfolio, we provide critical support and industry leading service to our customers using VMware Tanzu products. * VMware Tanzu Support has created a team of exceptional engineers across the globe. We are experienced Software Developers, DevOps Engineers, Network professionals, Sys Admins and Platform Architects. We are Community Organizers, Quality Assurance Engineers, new grads and Open Source contributors who share one crucial attribute: we all share a passion for helping others solve complex problems at scale. * We work in teams around the globe, supporting customers 24x7 with periodic weekend on-call shifts * We are passionate about our people, believe in doing the right thing, building on individual strengths, and encourage continuous learning and certifications. And, when you're off work, we want you to relax, recharge, and refocus. You: To be successful in this role, you must be a motivated self-starter, possess strong customer service skills and excel in solving technical problems. You embrace challenges and collaborate with teams to research and resolve unique, complex problems on a daily basis. * You understand enterprise customers' expectations of the technical support experience and judge your success by the success of your team and the happiness of your customers. * You exercise sound judgment in selecting methods, techniques and evaluation criteria for obtaining results. * As a senior level engineer, you specialize in key areas and share your experience with your team. * You bring analytical, troubleshooting, and problem-solving skills. * You are interested in continuously improving yourself, our support processes and products by expanding your knowledge with training, reporting defects, and collaborating with Product, Operations and Account teams to ensure the best customer outcomes Essential Functions * Resolve customer's issues with a cooperative mindset; work in partnership with customer technical staff, product development and account teams * Provide technical guidance to junior staff and internal customer success teams * Reproduce issues in-house for deep analysis and root cause reporting * Maintain feedback loops with customers, engineering and internal teams by providing recommendations, daily updates to open cases, and action plans * Escalate issues in a timely manner according to standard operating procedures * Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issues * Create new and improve existing content; knowledge base articles, product documentation, training materials, and in-house tooling * Deliver periodic tech talks to Support team * Pair with other technical support engineers on cases to cultivate expertise in product areas * Participate in periodic weekend on-call rotation Minimum Requirements * 2+ years of work experience in enterprise technical support * Good interpersonal communication and customer service skills are needed to work successfully with customers and colleagues in high stress situations * Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment * Comfortable with using Linux CLI, file structure and troubleshooting the Linux operating system * Familiarity with virtualization and cloud computing * Understanding of networking and routing protocols Preferred Skills * Understands TCP/IP, load balancing and cloud architecture * Familiarity with automation tools such as Ansible, Terraform or Concourse Platform Automation * Ability to read and understand scripts (BASH, Powershell, etc) designed to solve issues programmatically * Public cloud technologies certifications a plus - AWS, Azure, GCP, vSphere * Familiarity with Docker and Kubernetes Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2021-09-15 VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what's possible today at http://careers.vmware.com. Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law. Vmware, Inc. Philadelphia PA

Production Support Technical Infrastructure Shift Lead

Nike, Inc.