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Job Post Details

Estee Lauder logo

Field Retail Service Operations Lead

Estee Lauder
4.0 din 5 stele
București
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Description

As ELC continues to evolve its retail IT landscape including the standardization of our core retail systems and regionalization of the support model (L1 and L2) and solution, there is a need for an increased focus on service management. The Estée Lauder Companies currently supports many Point-of-Sale platforms globally. To support the ongoing maintenance of the solution, and continual business as usual demand (including legal / regulatory and business enablement), multiple environments need to be set-up and maintained to represent the diverse range of affiliates and brands (with their specific nuances) and allow for testing of new developments and regression testing of existing functionalities. This role is responsible for managing Retail Service desks globally as well the setup/request and maintenance of these environments for development, testing, pre-production and production.


Job Responsibilities:

  • Works closely with the ED– Retail Service Delivery on the overall management of the Retail IT service
  • Performs Incident trending and analysis across the region
  • Manages the service reporting at regional and affiliate level and supports global reporting requests
  • Works with the Retail Service Delivery Leads to acquire service level data for use in the reporting of KPI metrics
  • Manages the introduction and evolution of ITSM tools and processes (standardization across the region) and ensuring a successful adoption and adherence by the team
  • Manages and supports the use of ITSM toolsets and service delivery tools across the region
  • Works closely with the Retail Service Delivery Leads and is responsible to ensure consistency of process and regional alignment
  • Work with global teams and peers within the IT organization and collaborate on projects as needed
  • Manage and maintain technical documentation and knowledge articles
  • Oversee monitoring and proactive remediation of retail environment by leveraging daily health checks of the retail landscape using tools such as Splunk, Redmon and Meraki
  • Work closely with Wipro desktop engineering team to manage testing and patching of Retail landscape to ensure compliance within Global standards
  • Partner with Global MDM team on access, policies and regional forecasting of deployments
  • Maintenance (weekly maintenance, upgrades, security, patching) of development, test, pre-production and production environments (applications, servers, databases etc.)
  • Perform the POC/testing of the new hardware models
  • Create and maintain the installation process for a till/POS machine including image, applications and database
  • Accountable for applications installation and installation documentation
  • The role will work alongside level 2 retail support teams to ensure business operational continuity
  • Liaise between L2 and L3 teams and be the point of contact for any escalations from production environments
  • Support the management of third-party system access requests
  • Support the planning and testing of windows and applications security patching
  • Support the peak season activities and help in data migration
  • Plan the deployment of releases into production and ensure the successful deployment across the estate
  • Ability to support out of hours as needed

Job Responsibilities & Qualifications


Functional Skills
  • Understanding and experience working with and supporting IT systems
  • Excellent communication and stakeholder management skills
  • Flexibility to support other business critical solutions within the retail environment as needed
  • Ability to work independently and as part of a distributed team
  • Analytical skills enabling effective incident and problem management trending
  • Strong influencing skills and ability to align peers in the vision and unification of processes
  • Strong documentation skills
  • Strong customer and service focus
  • Methodical in approach and process driven
  • Interest to further develop and a quick learner

Technical Skills and Qualifications
  • Technical troubleshooting skills with ability to understand and to create SQL scripts to facilitate this process
  • ITIL Service Management certification at minimum of Foundation level.
  • Understanding of Retail Point Of Sale solutions.
  • Oracle database experience preferred
  • Technical Windows Operating System experience
  • Able to troubleshoot issues through to resolution
  • Test scripting and execution experience to support delivery of minor changes(secondary)
  • Flexibility to support other business critical solutions within the retail environment as needed
  • Experience working with store solutions such as POS (Point of Sale/Service)

Beneficial Skills
  • Ability to develop Windows OS PowerShell scripting
  • Unix/Linux skills
  • Understanding and experience working and supporting Retail IT systems
  • Ability to support out of hours as needed.
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