Technical Operations Support Engineer

Technical Operations Support Engineer Customer Support Professional 2, Nike Inc Canada

CANADA DISTRIBUTION CENTER, NIKE Canada Corp.

WHO YOU’LL WORK WITH

As our Technical Operations Support Engineer, you’ll work with Operations, Technology, Engineering and Facilities teams to deliver one-stop, integrated process and technology solutions that enable Nike businesses in Canda. You'll bring broad experience of successfully creating and delivering value that enables Nike to increase productivity, realize efficiencies and build profitable customer experiences

WHO WE ARE LOOKING FOR

As our Technical Operations Support Engineer, 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 managing Sarbanes-Oxley controls and audits are essential. You'll be involved in developing and implementing technical solutions.

Associates 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 center environment

• 2-3+ years Advanced infrastructure experience in at least 3 of the following:
• Server Operating Systems, such as Windows Server, Unix/Linux, etc.
• Virtualization Technologies VMWare, VDI, Citrix, etc.
• LAN/WAN troubleshooting
• Application/Web technologies (IBM HTTP/WebSphere, Apache Tomcat, NET framework, etc.)
• Active Directory and other LDAP technologies
• RF scanner technology
• Audio/Visual Technologies
• 2-3+ years’ experience working as an IT Deskside technician/consultant.
• Excellent verbal and written communication skills demonstrated by an ability to work well virtually with both on shore and offshore teams.

__________________________________________________________________________________________

Compliance:

• Ability to travel within Canada logistic sites 10% annually.
• Physical requirements include ability to lift light to medium weights

WHAT YOU’LL WORK ON

You will support information technology strategies, polices and plans. You will be responsible for analysis, design, implementation, operations, and support of the organization's IT resources, systems, and software/database products. Provides support to users of technology products or service regarding specific problems with a product, service, equipment, systems, etc.

You will develop information technology strategies, polices and plans. Responsible for analysis, design, implementation, operations, and support of the organization's IT resources, systems, and software/database products. Provides support to users of technology products or service regarding specific problems with a product, service, equipment, systems, etc. 

Typical Capabilities

• Scope: Team and/or small to mid-size customers.
• Complexity: Understands and communicates complex information specific to the position Creates standard work products which are reviewed by colleagues.
• Problem Solving: Initiates analysis and investigation to solve differing but related problems.
• Knowledge & Skills: Developing professional role. Develops expertise and apply solutions based on experience. Identifies the most appropriate options or methods to improve existing approaches.
• Execute technical and functional resolution or workaround to mitigate or restore infrastructure service disruptions
• Provide a timely response and analysis to customer requests
• Provide increased responsiveness for break fix issues: Immediate 24x7 escalation response for Infrastructure issues across all shifts, cross-facility support for the Canada Distribution facilities
• Works with Operational management to assess impact and urgency of critical and/or impactful issues
• Project/Initiative Coordination
• Assist in working with Operations and Vendors to identify and fulfil the best infrastructure solution based on business needs
• Review with vendors to determine the best option for implementation
• Communicate with requestors to ensure they are kept up to date with status
• Coordinate with teams to complete work
• Determine timelines to best fit the requirement of Operations
• Line up work to be completed by vendors to ensure readiness
• Work with technicians to ensure installations are completed timely and within quality standards
• Works to align best practices across production support teams
• Serves as an escalation point for complex or impactful production support issues
• Helps maintain production support processes and ensures that teams follow 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 performance against KPIs
• 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 of 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
• Develops and maintains relationships with operational managers and obtains 360 feedback
• Participates in daily operational meetings as appropriate

In accordance with Ontario Human Rights Code, Accessibility of Ontarians with Disabilities Act, 2005, and the City of Toronto's Accommodation Policy, accommodation will be provided in all parts of the hiring process. Applicants are requested to make their needs known in advance when contacted.