Rejoignez l'équipe Converse
Converse explore les potentiels, brise les barrières et repousse les limites du possible. L'entreprise recherche des personnes capables d'évoluer, de réfléchir, de rêver et de créer. L'épanouissement de sa culture repose sur son ouverture à la diversité et sur sa façon d'encourager l'imagination. La marque a besoin de personnes talentueuses, de leaders et de visionnaires. Chez Converse, chacun contribue, par ses compétences et sa passion, à faire évoluer son équipe dans un monde complexe et en constante évolution.
WHO YOU’LL WORK WITH
The Senior support delivery engineer is part of the Converse Technology Operations organization, specifically managing Enterprise Application Support delivery across all global geographies. You will collaborate with teams such as business operations, technology product, IT external partners, and Tech Ops peers supporting other applications.
WHO WE ARE LOOKING FOR
Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
5+ years experience in IT Service Management, Service Delivery or Application Support roles
Strong understanding of incident management and problem management processes
ITIL certification and demonstrated knowledge of ITIL practices
Expertise with workflow management tools (ServiceNow, Jira)
Experience with communication and collaboration tools (Slack, Confluence, Box)
Experience supporting SAP ERP, integration tools or similar applications preferred
Experience managing support delivery
Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions
Excellent communication and collaboration skills, with demonstrated ability to work with global teams and communicate technical issues to non-technical partners
Experience working with IT vendors and outsourced workforce
Experience with defining SLA and KPIs, establishing reporting and metrics analysis (knowledge of Splunk or Tableau a plus)
Open to growing and learning new tools or skillsets across the Converse technology landscape
WHAT YOU’LL WORK ON
As a Senior support delivery engineer, you are responsible for leading the delivery of support for Converse enterprise applications including incident management, problem management, regular service reviews of key performance indicators (KPIs) with product and support teams, continuous improvement, and communication with cross-functional stakeholders. This role will be the point of contact for all support activities related to our enterprise applications, working with a wide range of Converse Technology and business teams and ensuring continuity of our end-to-end Converse business operations through flawless Technology support and operations services.
Lead incident management and problem management processes, ensuring timely resolution (e.g. use of ServiceNow, After Action Reviews, adherence to SLAs, follow ITIL and Nike best practices)
Partner with the business to align on key business events and build support plans accordingly with extended teams across Nike and Converse technology (e.g. month end financial close, peak holiday moments, high heat product launches)
Collaborate with L1/L2 application support, product owners, order management, digital support teams to resolve complex incidents and restore end-to-end operational issues
Develop and maintain operational documentation for support processes via Confluence
Deliver monthly metrics and reporting on support performance
Collaborate with automation and observability teams to develop and implement process automations and monitoring/alerting for operational tasks
Coordinate and facilitate regular meetings between Product teams and Support teams
Assist with onboarding of new scope to Frontline L1/2 support
Communicate effectively with stakeholders regarding incident status, resolution, and improvement initiatives
Participate in on-call to support 24/7 operations as needed for critical escalations
Focus on continuous process improvement and innovation
NOTRE STRATÉGIE DE RECRUTEMENT
1. Posez votre candidature
Nos équipes se composent de personnes apportant des compétences, des connaissances, des contributions, des idées et des expériences variées. Nous souhaitons vous aider à trouver le poste qui vous correspond. Consultez les descriptions de poste, les services et les équipes pour trouver le poste parfait pour vous.
2 Rencontrez des responsables du recrutement ou passez une évaluation
En cas de sélection pour un poste au sein de l'entreprise (poste Corporate), une personne du service de recrutement vous contactera pour entamer le processus d'entretien. Cette personne sera votre contact principal tout au long du processus. Pour les postes dans la vente au détail (postes Retail), l'évaluation interactive comprend une discussion et des quiz. Elle dure environ 10 à 20 minutes. Quel que soit le poste que vous visez, nous souhaitons en savoir plus sur vous, alors n'hésitez pas à nous dire quelle est votre vision d'un service de haute qualité et ce qui vous rend unique.
3. Entretien
Abordez cette étape avec confiance, en faisant vos recherches, en comprenant ce que nous attendons et en vous préparant à répondre aux questions qui vous seront posées pour mieux connaître votre personnalité et votre parcours.
