WHO ARE WE LOOKING FOR?
Korea Technology is looking for a technical operation, corporate system support lead who can manage cross functional Nike systems based in Seoul. The ideal candidate has excellent knowledge and experience for maintaining a dynamic knowledge base of operational processes to ensure that support operations is efficient and productive as possible. The successful candidate is one who can communicate effectively, have strong technical and analytical skills and work to execute high standard processes on a high performing technical support team. This Leader will need to demonstrate their understanding and experience leading implementing solutions at both a local and, enterprise-level, to meet specific needs of a complex, digitally enabled marketplace. This role requires a candidate who excels at building relationships across functions to align strategies and drive execution. Lead, plan and execute enterprise production management and have full accountability of the frontline expertise for Korea marketplace.
WHAT WILL YOU WORK ON?
As Marketplace & Corp System Support Lead, you will lead production support team to run IT service management for major incident management and other ITSM related tasks, guide our technical support engineers as they help ensure our employee and consumers encounter the best experiences possible across our Commerce, Retail and Corporate platforms. You will also use your broad background on IT service management to design and deliver IT operation services. Important to the role is the ability to identify, evaluate, and execute IT operation service requirements and solutions. In addition, you should be able to communicate with business stakeholders and project teams on IT operation service management and transition. To analysis and continuously optimize service is also a part of your daily key tasks.
•Lead, operate and support technology platform, solution, application and digital services in Korea
•Oversee the day-to-day support operations of Nike Korea commerce (Nike.com), retail (Nike owned store), and corporate systems in the office.
•Manage prioritization, escalation, and resolution of support incidents. On-site support services as required and a proven track record of successfully leading technical support teams.
•Process & Compliance aligned with global service management and ops management.
•Ability to resolve the problems, analyze data and produce reports on issues.
•Develop and drive real time monitoring solutions that provide visibility into Nike.com site health and key performance indicators.
•Contribute in regular meetings to communicate project/operational statuses, identify any potential bottlenecks, and continuously manage expectations
•Partner with team members to identify and resolve unfulfilled issues and provide the best possible customer experience at the store.
•Partnership and collaborate working relationship with L1, L2 global / local service desk, frontline support and application operation center.
•Strong communication skills - must be able to clearly articulate issues and their impacts.
•Understanding of IT service management (Incident, Problem, Change and Knowledge management)
•Ability to work across teams in business (retail & digital) to continuously analyze systems in production, troubleshoot consumer reported issues and proactively identify areas in need of optimization.
WHO WILL YOU WORK WITH?
You will be closely working with Consumer & Marketplace Technology, Corp system analyst, Site Reliability Engineering, Portfolio, Product and other Tech Ops functions. You will also partner with peers as well as senior and executive level internal partners to cultivate collaboration, alignment and integrated planning and execution across all functions. In addition to the leaders of Global Technology teams and our business leaders. You will work closely to coordinate with other Technology and Asia Pacific Latin America (APLA) business teams on dependencies across the portfolio.