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SalaryAsia-Pacific Latin-America (APLA) is a multi-cultural, growth Geography (Geo). As our APLA TechOps Infrastructure and End User Support Specialist, you'll adhere to departmental plans and priorities of the organisational 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 delivering technical solutions.
WHAT WILL YOU WORK ON?
As the TechOps Infrastructure and End User Support Specialist, you hold diverse responsibilities spanning infrastructure project implementation, troubleshooting disruptions, and coordinating initiatives. Your focus includes rapid 24/7 response to infrastructure issues, assessing critical problems with operational management, and serving as an escalation point for complex support matters.
The role involves coordinating with vendors, ensuring timely installations, and aligning best practices across support teams. Additionally, you are tasked with maintaining production support processes, ensuring adherence to standards, and defining reports for tracking key performance indicators (KPIs). You play a crucial role in onboarding, coaching, and mentoring to foster a successful team. The emphasis extends to staying informed about changes in solution teams, aligning on timing, and facilitating adequate support handoffs.
Your role also requires acting as a business consultant when necessary, developing and maintaining relationships with operational managers, obtaining 360-degree feedback, and participating in daily operational meetings. Strategic involvement includes working with vendors to identify optimal infrastructure solutions based on business needs, reviewing options, and communicating effectively with stakeholders to provide status updates. Root cause analysis is a consistent focus, with an emphasis on implementing best practices and fostering continuous improvement. Your role also includes a proactive stance in understanding the impact of changes from other solution teams. In summary, this multifaceted position requires a blend of technical expertise, project coordination, communication skills, and strategic thinking to drive efficient and effective production support processes.
WHO WILL YOU WORK WITH?
In this role you will interact with key business stakeholders in all departments of Nike Pacific- from
operations and logistics to marketing, brand, and experience teams- your connections will be vast and
numerous. In partnership with your team, you will work with other technology support groups across
the Pacific territory, geography and global to support users, applications, and infrastructure.
You will be reporting to the Technology Operations Manager
WHAT YOU BRING:
The successful candidate will hold a Bachelor's Degree in Computer Science, Engineering, or Information Systems or equivalent combination of education and experience in technology preferably with hardware and software in a distribution centre environment. They will also have 4+ years advanced infrastructure experience in at least 3 of the following:
- Server operating systems, such as Windows Server, Mac, IOS, Unix/Linux, etc.
- Virtualisation technologies VMWare, VDI, Citrix, etc.
- LAN/WAN knowledge in installation and troubleshooting, including Cisco and VeloCloud.
- Active Directory and other LDAP technologies.
- End user device knowledge, such as scanners, IOS, label printers.
- Audio/Visual Technologies.
- 2+ years' experience working as an IT Deskside technician/consultant.
- Excellent verbal and written communication skills demonstrated by an ability to work well virtually with APLA and US-based teams.
