WHO YOU'LL WORK WITH
The Senior support delivery engineer is part of the Converse Technology Operations organization, specifically managing Enterprise Application Support delivery across all global geographies. You will collaborate with teams such as business operations, technology product, IT external partners, and Tech Ops peers supporting other applications.
WHO WE ARE LOOKING FOR
- Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
- 5+ years experience in IT Service Management, Service Delivery or Application Support roles
- Strong understanding of incident management and problem management processes
- ITIL certification and demonstrated knowledge of ITIL practices
- Expertise with workflow management tools (ServiceNow, Jira)
- Experience with communication and collaboration tools (Slack, Confluence, Box)
- Experience supporting SAP ERP, integration tools or similar applications preferred
- Experience managing support delivery
- Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions
- Excellent communication and collaboration skills, with demonstrated ability to work with global teams and communicate technical issues to non-technical partners
- Experience working with IT vendors and outsourced workforce
- Experience with defining SLA and KPIs, establishing reporting and metrics analysis (knowledge of Splunk or Tableau a plus)
- Open to growing and learning new tools or skillsets across the Converse technology landscape
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WHAT YOU'LL WORK ON
As a Senior support delivery engineer, you are responsible for leading the delivery of support for Converse enterprise applications including incident management, problem management, regular service reviews of key performance indicators (KPIs) with product and support teams, continuous improvement, and communication with cross-functional stakeholders. This role will be the point of contact for all support activities related to our enterprise applications, working with a wide range of Converse Technology and business teams and ensuring continuity of our end-to-end Converse business operations through flawless Technology support and operations services.
- Lead incident management and problem management processes, ensuring timely resolution (e.g. use of ServiceNow, After Action Reviews, adherence to SLAs, follow ITIL and Nike best practices)
- Partner with the business to align on key business events and build support plans accordingly with extended teams across Nike and Converse technology (e.g. month end financial close, peak holiday moments, high heat product launches)
- Collaborate with L1/L2 application support, product owners, order management, digital support teams to resolve complex incidents and restore end-to-end operational issues
- Develop and maintain operational documentation for support processes via Confluence
- Deliver monthly metrics and reporting on support performance
- Collaborate with automation and observability teams to develop and implement process automations and monitoring/alerting for operational tasks
- Coordinate and facilitate regular meetings between Product teams and Support teams
- Assist with onboarding of new scope to Frontline L1/2 support
- Communicate effectively with stakeholders regarding incident status, resolution, and improvement initiatives
- Participate in on-call to support 24/7 operations as needed for critical escalations
- Focus on continuous process improvement and innovation