Infrastructure and End User Support Specialist

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world’s best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At NIKE, Inc. it’s about each person bringing skills and passion to a challenging and constantly evolving game.

NIKE is a technology company. From our flagship website and five-star mobile apps to developing products, managing big data and providing leading edge engineering and systems support, our teams at NIKE Global Technology exist to revolutionize the future at the confluence of tech and sport. We invest and develop advances in technology and employ the most creative people in the world, and then give them the support to constantly innovate, iterate and serve consumers more directly and personally. Our teams are innovative, diverse, multidisciplinary and collaborative, taking technology into the future and bringing the world with it.

WHO WE ARE LOOKING FOR:
Asia-Pacific Latin-America (APLA) is a multi-cultural, growth Geography (Geo) that is seeking a specialist with the functional and technical expertise that can be a proactive contributor within Technical Operations (TechOps) in SEA&I/Pacific

We are looking for a seasoned professional who has experience in supporting enterprise level infrastructure and software related platforms and technologies as well as local solutions to meet specific market needs. You will have a proven track record of modernisation initiatives focused on both cloud and digital services, evolving engineering tools and automation capabilities to drive speed and efficiency.

This role has support responsibility for all operational software, systems and infrastructure related matters, across business units, including but not limited to Corporate Functions, Consumer and Marketplace (Nike Direct Digital), Retail, Marketing and End Users. This professional will work in close partnership with other Technology functions in the delivery of new or enhanced systems and services to Nike Members, Customers and Athletes.

Extensive experience in service delivery management through management of programs will be critical along with correcting reliability, issues, tracking process and KPI’s, managing budgets and holding teams and vendors accountable.

Having a strong desire to deliver exceptional customer experiences, obsess over quality of services being delivered, and be relationship oriented through transparent and proactive communication while taking ownership of service is key. Exceptional people leadership and communication skills is required as you work with a cross functional team in territory, with our geography and our global partners.

WHAT YOU BRING:

- 5+ years of relevant technical experience
- Practical experience of ITIL and ITIL certification(s)
- Proficient in Microsoft Windows Server technology including Windows NT4, Windows 2000 & Windows 2003, Exchange 5.5, Exchange 2000 and Exchange 2003, Active Directory, SQL Server, Terminal Server and Citrix Server
- Working knowledge of FTP, Telnet, Ping, DNS, DHCP, WINS, SNMP, HTTP and LDAP.
- Windows imaging & deployment technologies including MDT and SCCM
- Windows Server OS (2008, 2012) and Hyper-V
- Windows and iOS as part of operating system solutions
- Administration of digital content management systems
- Fixed and Mobile POS support including receipt printing, scanning, payment terminals
- Cisco and Aruba Wireless Experience with Centralised Enterprise of technical standards, principles, theories, concepts, and techniques.
- Experience in working in ITSM tools like ServiceNow and its automation feasibilities for reporting
- Significant experience working within the ITIL Framework with formal Service Management to include but not limited to: Incident Management, Problem Management, Change Management, Service Catalog
- A strong desire to deliver exceptional customer experiences, obsess over quality of services being delivered, and be relationship oriented through transparent and proactive communication. Some ways could include:

- Surveys to gather periodic Athlete feedback on a consistent basis
- Utilise an outside-in approach model and measure service success from Athlete’s point of view
- Proactively showcase service improvements
- Effectively communicate service impairments to the business/customers in a timely manner while taking ownership of service
- A depth of understanding of both eCommerce and Retail processes.
- Strong experience in infrastructure in a large, sophisticated environment
- A general understanding of Agile project methodology and an ability to learn the details.
- Excellent analytical skills and ability to translate business functionality and opportunities into technical solutions.
- Ability to work with onshore/offs