• Job available in 4 locations
  • Camp Hill, Pennsylvania, United States Corporate Office - Camp Hill 3543 Simpson Ferry Road
  • Chicago, Illinois, United States Corporate Office - Chicago 159 N Sangamon St.
  • St. Petersburg, Florida, United States Corporate Office - St. Petersburg 140 Fountain Parkway
  • United States Flexible Location

Overview

Our global house-of-brands inspires and empowers youth culture. Relentlessly committed to fuel a shared passion for self-expression, we create unrivaled experiences at the heart of the sport and sneaker communities through the power of our people. If you want to be a part of something bigger than you can imagine, you’ve come to the right place. To learn more about the incredible impact we’re making on both our local and global communities, Click Here!

Reporting to the Sr. Director, Store Systems, the Manager will be responsible for leading an application support operations team providing 24x7 store systems and omnichannel retail support. This role partners directly with our business stakeholders, Help desk and store engineering teams to provide a seamless interface to ensure our technology solutions are driving success.

Responsibilities

• Manage a team of application support engineers to ensure incidents are addressed within service level objectives (SLOs) and with appropriate urgency.
• Enforce industry-standard best practices for handling major incidents, including call management, scribing/documenting actions, and communicating with stakeholders.
• Implement and enhance monitoring capabilities, focusing on exception-based predictive analytics and early warning triggers to prevent downtime and reduce business impact.
• Promote a shift left culture aimed at identifying opportunities to implement self-service solutions that give the supporting Help desk and monitoring teams more control and reduce dependencies on technology resources.
• Support major business initiatives, feature rollouts with special attention given to high-profile product launches.

Qualifications

Core Competencies, Accomplishments & Requirements:

• Bachelor’s Degree in an Information Technology discipline or equivalent work experience required.
• Minimum 2 years leading a team of technical support engineers at a Manager or Supervisor level. Retail POS support preferred; Help Desk, NOC, IT Command Center or similar also considered.
• Ideally 2-3 years directly supporting business initiatives in an operational capacity.
• At least 3 years providing hands-on support of store systems platforms (Thick client, peripherals, payment devices, handhelds.) in on-premise, cloud, and hybrid environments.

Keys to Success:

• Highly flexible dynamic personality with the ability to effectively interact with both non-technical and technical resources alike. The ability to translate technical jargon into business language is a must.
• Proven ability to communicate across all levels of the organization, up to and including C-level.
• Thorough understanding of store systems platforms, from the underlying infrastructure through the application layer to the end-to-end customer experience flow.
• Analytical mindset, holistic vision and strong business acumen. The ability to narrow in on minute details at the lowest levels and how they affect the business at the highest levels.
• Passion for the work you do, but the ability to make objective, data-driven decisions.
• Strong technical background with experience using a vast array of products. Examples: Splunk, New Relic, Dynatrace, Kibana, JSONView, Postman, Jenkins, Gitlab, Github, Docker.

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