WHO YOU’LL WORK WITH 

You are part of the Converse Technology Operations organization and more specifically within Digital Technology Operations.  Digital Technology Operations is made up of over 16 global SRE and digital support resources responsible for providing a seamless customer experience across all touchpoints from dot com to product delivery in the US and Western Europe. The teams work together to identify areas for improvement, ensure reliability, drive business growth and provide timely and effective support while improving overall efficiency.

WHO WE ARE LOOKING FOR 

• This position is open to a remote work option; candidates must reside in the greater Atlanta metro area.
• Bachelor’s degree in computer science, or related field, or a combination of relevant education, training, and experience.
• 5 years experience in digital technology
• Experience with Retail and/or Digital support
• Experience leading a global team, mentoring team members and providing proven business value
• Strong understanding of incident management and problem management processes
• Experience with communication and collaboration tools (e.g. Slack, Jira, Confluence, Box)
• Experience with New Relic and/or Splunk for observability and monitoring, including setting up and configuring dashboards, alerts, and synthetics
• Knowledge of ServiceNow for incident management, including creating and managing incidents, problems, and changes
• Familiarity with ITIL (Information Technology Infrastructure Library) best practices
• Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and globally distributed teams
• Experience with Salesforce Commerce Cloud, SFCC development and deployment processes
• Knowledge of Salesforce Commerce Cloud APIs and integrations
• Experience with SFSC, SFMC a plus
• Experience with CDN & WAF a plus (Cloudflare or Akamai preferred)
• Experience with Bot Mitigation tools a plus
• Experience building data visualization Tableau dashboards a plus
• You are open to growing and learning new tools, skillsets across the Converse digital technology landscape

WHAT YOU’LL WORK ON 

As a Sr Software Engineer - Digital Operations, you’re responsible for leading the operational aspects of the ecommerce platform including incident management, problem management, site performance, continuous improvement and communication with cross-functional stakeholders. This role will focus on ensuring that Converse.com in North America and Western Europe is running smoothly and efficiently, issues are resolved quickly and efficiently and you are the point of contact for all things Digital Operations.

• Partner with the business to align on key business drivers and build Support plans accordingly with extended teams across technology from dot com to supply chain (e.g. integrating new payment providers, redesigning checkout experiences, introducing dropship partners)
• Lead incident management and problem management processes to ensure timely resolution of issues (e.g. Use of Servicenow, After Action Reviews, Manage SLAs, follow ITIL and Nike best practices)
• Collaborate with Site Reliability Engineers, Product Owners, L1/L2 team, Customer Service and Order Management teams to develop and implement technical solutions to end-to-end operational issues
• Communicate with stakeholders, including development teams, product teams, and external partners, to ensure alignment and coordination
• Leads digital for peak activities, including sale events, product launches and holiday periods (e.g. lead stress tests/load tests, fix priority problems, build reliability/performance dashboards, scale up resources and third-party services)
• Develop and maintain operational documentation via Confluence inclusive of site performance management, incident management and problem management processes with business value
• Collaborate with Site Reliability Engineers to develop and implement automation tools for operational tasks
• Handle key vendor relationships related to monitoring and performance management tooling (e.g. Splunk and New Relic continuous improvement)
• Focus on continual process improvement and innovation
• Act as a team player
• Participate in on-call rotation to support 24/7 operations as needed for escalation

We offer a number of accommodations to complete our interview process including screen readers, sign language interpreters, accessible and single location for in-person interviews, closed captioning, and other reasonable modifications as needed. If you discover, as you navigate our application process, that you need assistance or an accommodation due to a disability, please complete the Candidate Accommodation Request Form.