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.

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