Nike, Inc.:
production support manager Job in Tultitlan, Estado de México, Mexico, VT
Premium
See who posted the job
Premium
Competitive Insights
Premium
Check your commute time
Closed
Tultitlan, Estado de México, Mexico, VT
Full-time | Information Technology
About the job
The Tepana Logistic Center WMoS Level 2 Technical Service Management Technician has connections into the North America Nike Tech OPS organization; an organization which brings together technology and process expertise to enable the business to serve the customers. As a Logistic Center WMoS Level 2 Technical Service Management Technician, 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 working with Sarbanes-Oxley controls and audits are essential. You'll be involved in developing and implementing technical solutions. In addition, you'll assist in facilitating a small team of technical professionals to execute initiatives.
Responsibilities
*
ITIL responsibilities
*
Problem Management
*
Coordination
*
Root Cause Analysis
*
Change Management
*
Change creation
*
Testing coordination
*
Knowledge Management
*
Incident Management
*
Provide routine incident management support by resolving service disruptions.
*
Point person for Tepana LT/MT for peripheral systems incidents/problems, etc. (e.g. SAP/EDI)
*
Monitors the WMoS Escalation hotline during their shift to provide 24x7 coverage.
*
Ensure escalated issues are communicated to management in a timely manner and are resolved within business SLA’s (Service Level Agreement).
*
Perform technical analytics related to advanced data analysis and data mining to solve a range of problems.
*
Perform testing activities including construction of test plans/scripts including the expected results and the validation of test results.
*
May create reports and configure package solution to unique business requirements.
*
Participates in change management at department and end user level.
*
Serve as an escalation point for complex or impactful production support issues.
*
Work with Operational management to assess impact and urgency of critical and/or impactful issues.
*
Ensure escalated issues are addressed and resolved within business SLA’s (Service Level Agreement).
*
Motivate and inspire team to execute against strategic initiatives.
*
Helps define 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 team performance against KPIs.
*
Provide visibility and measurement of results against the team’s service metrics.
*
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 on 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.
*
Develop and maintain relationships with operational managers and obtains 360 feedback.
*
Participates in daily operational meetings as appropriate.
*
Reviews SOX processes and ensures SOX procedures are followed.
Responsibilities
*
ITIL responsibilities
*
Problem Management
*
Coordination
*
Root Cause Analysis
*
Change Management
*
Change creation
*
Testing coordination
*
Knowledge Management
*
Incident Management
*
Provide routine incident management support by resolving service disruptions.
*
Point person for Tepana LT/MT for peripheral systems incidents/problems, etc. (e.g. SAP/EDI)
*
Monitors the WMoS Escalation hotline during their shift to provide 24x7 coverage.
*
Ensure escalated issues are communicated to management in a timely manner and are resolved within business SLA’s (Service Level Agreement).
*
Perform technical analytics related to advanced data analysis and data mining to solve a range of problems.
*
Perform testing activities including construction of test plans/scripts including the expected results and the validation of test results.
*
May create reports and configure package solution to unique business requirements.
*
Participates in change management at department and end user level.
*
Serve as an escalation point for complex or impactful production support issues.
*
Work with Operational management to assess impact and urgency of critical and/or impactful issues.
*
Ensure escalated issues are addressed and resolved within business SLA’s (Service Level Agreement).
*
Motivate and inspire team to execute against strategic initiatives.
*
Helps define 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 team performance against KPIs.
*
Provide visibility and measurement of results against the team’s service metrics.
*
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 on 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.
*
Develop and maintain relationships with operational managers and obtains 360 feedback.
*
Participates in daily operational meetings as appropriate.
*
Reviews SOX processes and ensures SOX procedures are followed.