Nike Looking for Infrastructure and End User Support Specialist, Tech Ops – APLA at Bengaluru, Karnataka Full Time

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.

ABOUT THE ROLE:
Asia-Pacific Latin-America (APLA) is a multi-cultural, growth Geography (Geo). As our APLA Tech Ops Infrastructure and End User Support Specialist, 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 delivering technical solutions.

WHAT YOU WILL WORK ON & WITH WHOM:

• Assist territory teams with implementation of infrastructure projects.
• Execute technical and functional resolution or workaround to mitigate or restore infrastructure service disruptions.
• Provide timely a response and analysis to customer requests.
• Provide increased responsiveness for break fix issues: Immediate 24×7 escalation response for Infrastructure issues.
• Work 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 need.
• Review with vendors to determine best option for implementation.
• Communicate with requestor to ensure they are kept up to date with status.
• Coordinate with teams to complete work.
• Determine timelines to best fit requirement of Operations.
• Line up work to be completed by vendors to ensure readiness.
• Work with technicians to ensure installs are completed timely and within quality standards.
• Work to align best practices across production support teams.
• Serve as an escalation point for complex or impactful production support issues.
• Help maintain production support processes and ensures that teams are following documented processes to resolve issues.
• Provide operational technical support across a variety of infrastructure and end user services, such as network troubleshooting and client troubleshooting; escalate as necessary and own the issues.
• Ensure standards are being followed.
• Help define reports that track key performance indicators (KPIs). Routinely review results and develops action items to improve performance against KPIs.
• Help on-boarding, coaching, mentoring and training to ensure that we’re building a winning team.
• Ensure that senior production support management is always informed of the status of initiatives, impactful issues, team health and needs.
• Stay connected with other Solution teams to understand impacts of their changes, align on timing, and ensure adequate support handoff.
• Ensure that best practices are in place and that root cause is found wherever possible.
• Act as a business consultant where needed to resolve issues and provide information to other teams.
• Develop and maintain relationships with operational managers and obtain 360 feedback.
• Participate in daily operational meetings as appropriate.

WHAT YOU BRING

• Bachelor’s 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.
• 4+ years Advanced infrastructure experience in at least 3 of the following:
• Server Operating Systems, such as Windows Server, Mac, IOS, Unix/Linux, etc.
• Virtualization Technologies VMWare, VDI, Citrix, etc.
• LAN/WAN knowledge in installation and troubleshooting, including Cisco and VeloCloud.
• Active Directory and other LDAP technologies.
• End User Device knowledge, such as scanners, IOS, label printers.
• Audio/Visual Technologies.
• 2+ years’ experience working as an IT Deskside technician/consultant.
• Can speak, read and write English.
• Excellent verbal and written communication skills demonstrated by an ability to work well virtually with APLA and US-based teams.
• Ability to travel globally 5% annually.
• Ability to pass a 7-year background check.

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.