People, Person, Apparel, Clothing

Senior Operations Center Manager

Senior Operations Center Manager

Hilversum | North Holland | Netherlands

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, it's about each person bringing skills and passion to a challenging and constantly evolving game.

Technology

Nike, Inc. Technology is responsible for making the world's largest sport brand run faster, smarter and more securely. From infrastructure to security and supply chain operations, Technology specialists drive growth through top-flight hardware, software and enterprise applications. Global Technology aggressively innovates solutions to drive growth while creating and implementing tools that help make everything else in the company possible.
Description

The Nike Operations Center (OC) is a global 24x7x365 follow the sun team with a focus on major/critical incident management, proactive enterprise monitoring and event management.

The primary purpose of the OC is to oversee Nike's highly complex production landscape and take whatever actions necessary to protect the Consumer Experience. This includes driving critical incidents to resolution, keeping senior leadership/stakeholders fully informed of any major/critical incidents in play, maintaining 99.99% Production Availability, and reducing MTTR (Mean Time to Resolve) for any issues that may occur.

As the manager of the EMEA OC team, you will provide leadership for a dynamic team of dedicated senior critical/major Incident Managers (IMs), you will own the overall success of the team.


Qualifications
What we're looking for:

  • Minimum 5 years of experience managing a Major/Critical Managers team, ideally in an e-commerce / Retail environment.
  • Owning all aspects of recruiting, hiring and managing the EMEA OC team, including planning training, establishing schedules, collaborating on career paths, ensuring performance and adherence to corporate policies/training. Ensuring all billable and non-billable team member's utilization remains within acceptable ranges and the work they are performing is completed on-time and within budgeted hours.
  • Have strong team and interpersonal skills
  • Ability to maintain calm during stressful situations.
  • Excellent communications skills both verbally and written, must be able to articulate business impacts and technical impacts at a senior level
  • Ability to drive (command & control) technical teams and vendors during Critical/Major Incidents
  • Able to communicate and translate business impacts, status, action plans, timelines etc. during CIM/MIM both at a technical and business level to leadership / stakeholders.
  • Can form a holistic view of the Nike Technology landscape, understanding the full impact of any major changes or incidents occurring during the shift.
  • Working knowledge of IT service management (Incident, Problem, Change and Knowledge Management)
  • Previous experience with developing and driving real time monitoring solutions that provide visibility into site health / store health and key performance indicators
  • Familiarity with most of the following: Java, ServiceNow, Splunk, New Relic, Science Logic, Cloud computing, VMs, Windows, Linux and AWS
  • Ability to work across multi-functional teams to continuously analyze system performance in production, troubleshoot consumer reported issues, and proactively identify areas in need of optimization
  • Able to implement real time monitoring for complex business processes delivered by technology.
  • Prior experience with agile methodologies, performance engineering and automation tools is preferred
  • Minimum of 9 years' experience in critical/major incident management


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.

Job ID 00445436

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