Service Delivery Coordinator

Location: Beaverton, OR, United States
Date Posted: 07-03-2018
Job Title : Service Delivery Coordinator
Location:  Beaverton,OR.


The Operations Center (OC) primary purpose is to oversee the Nike Technical Operations highly complex environments and take actions necessary to provide exceptional Customer Experience, maintain product availability, and restore services for any issues that may occur. The Critical role in the OC is the Incident Manager (IM). 
The primary objective of Nike's OC team with regards to monitoring is to help ensure that Nike's products and services remain fully operational at all times by providing insight and visibility within our systems and applications and reduce Mean Time to Detect for any issues that may occur. We provide, maintain and manage a complete suite of integrated processes that use Nike's monitoring tools to deliver timely and relevant alerting to technical operations and engineering personnel in an effort to proactively prevent any impact to the Consumers or Business Partners. The team is geographically dispersed across US, Europe, China, The Philippines, and India. The team consists of ~60 Members including Managers, Tech Leads, Incident Managers, Site Reliability Engineers, and Resolving Engineers. Successful members of the Operations Center 
This position's Job location is customer site in Hillsboro, Oregon and cannot be performed remotely. 
Incident Manager will: 
• Quickly gain the ability to understand multiple applications and technologies within the Nike Environment. 
• Identify issues in production by observing our monitoring tools and dashboards. 
• Follow technical knowledge articles to remediate or escalate issues to the appropriate teams. 
• Execute trouble-shooting steps and create incident documentation with proper technical details. 
• Identify major incidents and escalate via the Incident Management Process. 
• Take a command and control role as Incident Manager during critical incidents focusing on restoring services as quickly as possible. 
• Participate in After Action Reviews(AAR) and facilitate discovery of Root Cause. 
• Identify, evaluate and execute preventive measures to minimize/avoid impact to the consumer experience. 
• Collaborate with all Nike teams to identify new (or upgrades to existing) technology and facilitate on-boarding to our monitoring systems. 
• Understand, build and refine communications to inform subscribed audience of business status and impacts from incidents. 
• Provide Leadership with KPI reports/dashboards with respect to Incident trend, SLAs, MTIR and other information as requested. 
• Create documentation for Operations Center Engineers 
• Candidate should have 5+ years of service delivery experience in a large enterprise distributed network environment, with specific experience in Service Desk or Technical Support L2/L3 and/or Incident Management roles. 
• Knowledge and support experience with Wintel, Linux, and network technologies is required, as well as experience working in a 24x7 operations role. 
• Knowledge of ServiceNow and ITIL processes is highly recommended. 
• Having experience with Slack, New Relic, Splunk, Solarwinds, Pert Python, Shell scripting, Jira, Confluence, Jabber, Stash is a plus. 
• Problem management and troubleshooting skills 
• Strong written and oral communication skills are required 
• Experience communicating to senior management 
• No specific certifications are required, as long as experience and knowledge can be demonstrated.

Central Business Solutions, Inc,
37600 Central Ct.
Suite #214
Newark, CA 94560.
Central Business Solutions, Inc(A Certified Minority Owned Organization)
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Central Business Solutions, Inc
37600 Central Court Suite 214 Newark CA, 94560
Phone: (510)-713-9900, 510-573-5500 Fax: (510)-740-3677
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