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Dir of Retail Gbl Production Support
Nike
Boston, MA, United States
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Description
Facilitate/collaborate on Major & Minor release efforts with Product Teams
Ensure Knowledge Transfer to Enterprise L1/L2 from Product L3/L4 Support Teams
Ensure 24x7 coverage
Provide oversight to ensure prioritization and restoration of service
Ensure Service Management processes and ITIL principles are followed
Coordinate activities across Enterprise L1/L2 Support team and escalate where required
Ensure daily status reports are timely and accurate
Ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery
Ensuring that Enterprise L1/L2 SLA’s are achieved and stakeholder expectations are met (or exceeded)
Communicating status updates to all levels
Assist in identifying & elevating process improvement opportunities to Product Teams
Identify budgetary gaps/opportunities
Qualifications
Deep knowledge of retail support processes
Knowledge of retail issues with the ability to escalate/deescalates based on impact to the business
Proven ability to drive problem resolution within a matrix organization
Self-motivated team player with excellent communication skills.
At least 2 years of experience planning, developing, and managing departmental expense and capital budgets.
At least 3 years of direct and/or cross-functional team leadership.
Ability to work with business partners to optimize processes to allow the business to operate more efficiently