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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

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ITIL responsibilities

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Problem Management

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Coordination
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Root Cause Analysis

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Change Management

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Change creation
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Testing coordination

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Knowledge Management
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Incident Management

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Provide routine incident management support by resolving service disruptions.
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Point person for Tepana LT/MT for peripheral systems incidents/problems, etc. (e.g. SAP/EDI)
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Monitors the WMoS Escalation hotline during their shift to provide 24x7 coverage.
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Ensure escalated issues are communicated to management in a timely manner and are resolved within business SLA’s (Service Level Agreement).
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Perform technical analytics related to advanced data analysis and data mining to solve a range of problems.
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Perform testing activities including construction of test plans/scripts including the expected results and the validation of test results.
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May create reports and configure package solution to unique business requirements.
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Participates in change management at department and end user level.
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Serve as an escalation point for complex or impactful production support issues.
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Work with Operational management to assess impact and urgency of critical and/or impactful issues.
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Ensure escalated issues are addressed and resolved within business SLA’s (Service Level Agreement).
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Motivate and inspire team to execute against strategic initiatives.
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Helps define production support processes and ensures that teams are following documented processes to resolve issues.
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Provide technical input for escalated issues.
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Ensures that standards are being defined wherever reasonable to do so.
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Helps define reports that track key performance indicators (KPIs). Routinely reviews results and develops action items to improve team performance against KPIs.
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Provide visibility and measurement of results against the team’s service metrics.
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Helps with on-boarding, coaching, mentoring and training to ensure that we're building a winning team.
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Ensures that senior production support management is always informed of the status on initiatives, impactful issues, team health and needs.
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Stays connected with other Solution teams to understand impacts of their changes, align on timing, and ensure adequate support handoff
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Ensures that best practices are in place and that root cause is found wherever possible.
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Acts as a business consultant where needed to resolve issues and provide information to other teams.
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Develop and maintain relationships with operational managers and obtains 360 feedback.
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Participates in daily operational meetings as appropriate.
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Reviews SOX processes and ensures SOX procedures are followed.
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1501 Lincoln Blvd.#1014 Venice, CA. 90291