WHO ARE WE LOOKING FOR?

Asia Pacific Latin America (APLA) is a multi-cultural, growth geography (Geo) that is seeking a Technical Operations Specialist to manage and deliver its end user systems and infrastructure in the Technical Operations (Tech Ops) team.

As the Technical Operations Specialist, you will bring your strong interpersonal skills and a hospitality mindset to lead a technical support team and add value by delivering timely solutions to our office end users. You will be proactive and offer your expertise in standardisation of end user service support and operations.  You will also be involved in creating and delivering technical solutions to the business.

WHO WILL YOU WORK WITH?

Reporting to the Technology Operations Manager, you will interact with key business stakeholders in all departments of Nike - from operations and logistics to marketing, brand and experience teams - your connects will be vast and numerous. In partnership with your team, you will work with other technology support groups across the globe to support users, applications, and infrastructure.

WHAT WILL YOU WORK ON?

As the Technical Operations Specialist, you hold diverse responsibilities spanning infrastructure implementation and maintenance, troubleshooting disruptions, and coordinating initiatives. Your focus includes rapid response to infrastructure issues, assessing critical problems with operational management, and serving as an escalation point for complex support matters.

The role involves leading an end-user third party support team, coordinating with vendors, ensuring timely installations, and aligning best practices across support teams. Additionally, you are tasked with maintaining production support processes, ensuring adherence to standards, and defining reports for tracking key performance indicators. You play a crucial role in onboarding, coaching, and mentoring to foster a successful team of support operatives. The emphasis extends to staying informed about changes in solution teams, aligning on timing, and facilitating adequate support handoffs.

Your role also requires you to act as a business consultant when necessary, developing and maintaining relationships with operational managers, obtaining 360-degree feedback, and participating in operational meetings. Strategic involvement includes working with vendors to identify optimal infrastructure solutions based on business needs, reviewing options, and communicating effectively with stakeholders to provide status updates.

Root cause analysis is a consistent focus, with an emphasis on implementing best practices and fostering continuous improvement. Your role also includes a proactive stance in understanding the impact of changes from other Solution teams.

This is a multifaceted position that requires a blend of technical expertise, an outstanding customer service mindset, project coordination, communication skills, and strategic thinking to drive efficient and effective end-user production support processes. Essentially being the face of technology within the corporate environment to promote and align technology services with the greater Australian business.

WHAT YOU BRING:  

• A Bachelor’s Degree in Computer Science, Engineering, or Information Systems or equivalent combination of education and experience in technology.

• 5+ years’ experience in a customer centric role focusing on engagement, user satisfaction and timely resolution timeframes.

• Expert understanding of common operating systems such as Windows 10/11, MacOS/iOS and Android with particular experience in managing devices, AV tech, and hardware utilizing VMWare Airwatch, WorkspaceOne, Jamf, Active Directory and Virtual environments.

• LAN/WAN knowledge in installation and troubleshooting, including Cisco networking and video conferencing hardware.

• 5+ years’ experience in supporting access management and applications such as Microsoft 365, SAP, Sailpoint, ServiceNow, Slack, Zoom, Confluence, Jira, Cognos and other BI platforms, Solarwinds, Workday.

• Excellent verbal and written communication skills demonstrated by an ability to work well virtually with overseas teams.

• Leadership skills in leading, coaching and developing a technical team is preferred.

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, protected veteran status, or disability. NIKE is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call +1 503-671-4156 and let us know the nature of your request, your location and your contact information.