Along with technical, need candidate who are support / customer focused who can investigate and solve problems, critical thinkers
There are 65 different components that make up the eCommerce environment for Dicks and they partner with various 3rd party tech vendors so being able to communicate internally with stakeholders / teams along with outside vendors is critical.
Liaise with technology mgt. as focal point for all high priority & major incidents reported.
Provide technical direction and coordination to the resolver groups involved.
Manage and drive resolver groups to the quick resolution of incidents. Drive group chats and bridge calls effectively to resolve incidents.
Provide support and participate in change control and problem management process.
Send out executive alerts/communication mailers/status meetings. Focus point for incident status communication.
Providing incident management support for critical issues affecting, or potentially affecting the production environment.
As required by rotation and short notice if circumstances require including overnight and weekends.
Chair review calls with support and technology management
Ensure escalations get appropriate level of focus from technical teams, tech management, relationship managers, and business continuity.
Ability to work both independently and as part of a team
Enterprise level commerce experience needed
Strong desire to learn new technologies, keep current with eCommerce issues and develop specialized eCommerce skills as required to support the DSG eCommerce infrastructure.
Experience logging, monitoring and alerting tools. Experience with SCOM, Tivoli, AppDynamics, Remedy, Control-M, Jira, Confluence, Atlassian Tools, and WebSphere Commerce is a plus
Expertise in development of eCommerce operational procedures and the ability to effectively use problem-solving formats for identification and mitigation of eCommerce issues.
Familiarity with eCommerce testing frameworks, hardening guidelines, risk rating frameworks, and other eCommerce-related standards and best practices
Experience in the administration of multiple operating systems
Strong verbal/written communication and interpersonal skills are required to document and communicate findings, escalate critical incidents, and interact with associates.
Research and analytical background and an analytical approach, especially with respect to event classification, event correlation, and root cause analysis.
Willingness to serve as a member of an Rapid Assessment Team (RAT) and respond to emergency calls during non-business hours, as needed.
Highly motivated individual with the ability to self-start, prioritize, and multi-task
Ensure proper metrics, analysis, and reporting for continuous process improvement.
Knowledge and broad understanding of infrastructure technologies (Intel/Linux, WebSphere Commerce, Middleware, Monitoring Tools, Job Scheduling, Transaction Messaging Services, Networking)
The candidate should ideally have eCommerce experience of managing and supporting incidents with multiple support staff engaged.
Basic ITIL accreditation in incident and problem management an advantage.
Must have good verbal and written communication skills with ability to communicate to people at all levels of the organization.
Ability to remain calm and confident in a rapidly changing environment and set priorities accordingly.
Handle conflict situations and make quick decision while driving incidents.
Confident dealing with staff at all levels and providing direction and instruction.
Negotiation skills for de-conflicting issues, priorities with different support groups, overcoming obstacles.
Proactive self-starter able to use and work on own initiative and good time management skills.
Ability to multitask effectively under pressure.
Internal Number: 5796
About Synergy Staffing Inc.
Synergy Staffing Inc. delivers exceptionally qualified talent to businesses throughout Western Pennsylvania. Our understanding of our clients’ needs and the thoroughness of our matching process are unparalleled in the local market. Stop spending time searching for qualified talent by making Synergy your go-to resource to meet all your personnel needs.