Lead Technology Customer Support Marketplace & Corporate, SEA&I

WHO YOU’LL WORK WITH

You will join our South-East Asia and India (SEA&I) Technology team, located in Singapore, as part of the Asia-Pacific Latin-America (APLA) Technology Operations organization. You will be working with business partners, production support teams, engineers, subject matter experts and senior leaders to ensure operational readiness across our marketplace supply chain suite of technologies, including both upstream and downstream applications across SEA&I Territories, APLA Geo and Global teams.

WHO WE ARE LOOKING FOR

We are looking for a Lead, Technology Customer Support-Marketplace & Corporate, to be part of NIKE’s Technology Operations team. APLA is a multi-cultural, growth geography that is seeking for a leader in our SEA&I Territory with technical application support expertise within Marketplace, Supply Chain, Corporate Functions, Retail and Digital eCommerce.

We are looking for a candidate with a Bachelor’s Degree in Computer Science, Information Systems or other relevant subject area, plus 7-10 years of technical and Incident Management experience and should demonstrate the primary skills as stated below.

• Extensive experience working within the ITIL Framework with formal Service Management to include but not limited to: Incident Management, Problem Management, Change Management, Service Catalog.

• Good sense of technical and business acumen with exceptional problem-solving skill and ability to identify and resolve system errors in an effective manner.

• Extensive experience in stakeholder management with outstanding interpersonal and communication skills, working in a multicultural and highly matrix organization. 

• Flexibility to work on high priority/severity incidents on weekends and off-office hours if the need arises. 

• Self-motivated with a high sense of accountability, urgency, and drive. 

• Strong technical background in understanding end to end system flow with ability to run SQL query is a plus

• Growth mindset with innate capability to propose new workflows, processes and standards to bring efficiency towards the organization and day to day work.

WHAT YOU’LL WORK ON

You have the support responsibility for all operational software, systems, and infrastructure related matters, across business units, including but not limited to Consumer and Marketplace (Nike Direct Digital), Retail, Supply Chain and Corporate Functions (Finance).

You will manage incidents across marketplace supply chain and enterprise systems, such as ERP, Orders Fulfilment, Point of Sales and eCommerce systems.

• Define and drive Incident Management best practices within the organization to optimize incident resolution performance, strive to meet the agreed SLA. 

• Take ownership of incidents, partner with various stakeholders to contain and minimize the impact to business operations.  

• Partner with Technical Subject Matter Expert (SME) to perform incident analysis, including root cause, risk and impact analysis, to drive the right incidents and problem tickets prioritization. 

• Lead management reporting process, identify Incident trends leading to improvement opportunities and escalate business critical issues as necessary. 

• Facilitate Collaboration with Problem Management team to ensure successful transition of Incidents into Problem Investigations. 

• Proactively communicate and build good working relationships with peers, vendors, business partners and leadership at all levels. 

• Identify gaps and seek opportunities to raise user awareness through end user training or user guides, to ensure alignment with the standard process.