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Reporting to the Director, Digital Operations and Monitoring in Chicago USA, the Senior Manager will be responsible for leading an application support operations team providing 24x7 eCommerce and omnichannel retail support. This role is an integral partner to our business stakeholders and marketing teams to provide a seamless interface into engineering and ensure our technology solutions are driving success.
The ideal candidate will be based in our Foot Locker Europe Headquarters in the Netherlands and work with our business partners and in coordination with global Foot Locker engineering teams to support Foot Locker and its subsidiaries. This role will help drive support towards a global platform while taking into account the various nuances that the geographies bring to the mix.
Build and manage a new team of business operations and 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 business more control and reduce dependencies on technology resources
Support major business initiatives, with special attention given to high-profile product launches.
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 ecommerce 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, Big Panda, New Relic, Adobe Analytics, Business Objects, Firebug, JSONView, Postman, Jenkins, Gitlab, Github, Docker