上海招聘

岗位职责:

Animate - I functionally manage the support engineers for the logistics solutions:
Use the necessary resources to respond to incidents (taskforce etc.).
Define duty cases with users and implement the duty process.
Know the contracts for my technical/applicative perimeter and guarantee its update and respect (licenses bought/installed, used perimeter, penalties, ending date, ...).
Know the infrastructure (data exchange, network, architecture, etc) of my technical/applicative perimeter in order to ensure its sustainability.
Respect and make respected the purchase policy.
Commit aligned SLA (service level agreement) and service KPI (key performance indicator), define incidents escalation process, to meet user expectations.
Guarantee the production environment security and continuity (DRP, BCP, re-start conditions), compliant with the service agreement.
Run diagnostics, create and update activity dashboards/performance reports, analyze them, and decide on pro-active action plans.

Support - I manage problem-solving to ensure the correct functioning of the application(s) in the production environment or IT infrastructure in the responsible sites

Resolve tickets (incidents and change requests) as they arise and process them in a qualitative manner.
Reproduce, diagnose, and qualify problems.
Take corrective actions, directly at my own level, or by alerting other teams whilst prioritizing the more critical cases.
Follow standard procedures for the proper escalation of unresolved issues to the appropriate teams.
Analyze the root causes and follow-up until the problem is closed.
During incident resolution loop, communicate to users about impacts, workaround, resolution progress, root cause, and solution.
Oversee incidents resolution (forecasting, priorities) with customer service in mind (reactivity, relevance, the fulfillment of commitments).
Raise awareness and provide POs with guidance in terms of the improvements required to reduce the number of incidents and user requests.
Participate in the duty process.

OPERATION - I guarantee a secure, reliable, and available IT application/environment
Create or implement monitoring scenarios to prevent incidents to happen and to ensure functions are running normally in the production environment.
Check that development sent into production function correctly.
Communicate with uses about technical intervention (including digital product release deployment) from the planning till the closure.
Organize IT operations, coordinate with other IT teams.


INDUSTRIALIZATION - I guarantee documentation and autonomy of IT product(s) support activity so that IT product(s) can be well used and satisfied by final customers

Documentation for solution operation and support, and communicate on its availability.
Build a knowledge base using the resolutions of the most common incidents.
Train and develop skills and autonomy in all the teams involved in the incident resolution.
Assess individual job skills and support processes regularly.
If necessary, produce training materials (provision of environments, documentation) and I am involved in training user teams.

DEPLOYMENT AND COORDINATION - I deploy local/global solutions into local and coordinate IT resources to meet project objective or business activity target

Take part in project deployment quality and scheduling decisions, in line with project deadlines and user expectations, by arranging deployment by phases if necessary.
Take part in product release deployment quality and schedule decisions, in line with impacts on users and user expectations.
Analyze project deployment needs of resources; act, manage, and coordinate company internal resources, and/or 3rd party resources in accordance with the subcontracting policies.
Organize business important activities and big events from an IT perspective.



SUPPLIER MANAGEMENT - I manage our helpdesk supplier

Define and follow up on the KPIs committed by the supplier.
Train the supplier’s team when there is a new process, or when the KPIs are not reached.
Work with the supplier to improve the user experience.

任职资格:

Passion for sport, you like to enjoy sports with your teammates.
You have a strong sense of responsibility and drive for results.
Recognized capacity to understand business needs, bring structure in a complex environment, and lead action plans.
You are service and customer-oriented.
You have a strong ability to adapt to change.
You are able to formalize, summarise, formulate ideas clearly, and make suggestions.
Good technical understanding as well as an understanding of the user and their needs.
Detailed knowledge of Decathlon IS.
Communication: confident speaker, able to adapt their language to different audiences.
Listening skills, empathy, team spirit, you care about your teammates and business partners.
Good documentation skills
You have at least 5 years of work experience and at least 2 years as an IT support engineer for a WMS.
You can write SQL queries.
Chinese is your mother tongue, and you are fluent in English.

迪卡侬公司简介：
在迪卡侬，超过8万名员工在全产业链的岗位上努力工作，
致力于为全球40个国家，1300多家商场的当地运动爱好者提供出色的产品及服务，
我们尽全力，让***泛的大众，同怀运动愿望，共享运动欢益！
迪卡侬集团于1976年在法国创立，开创了把所有的运动汇集在一个商场内的销售概念。集团致力于大众运动领域，是全球体育用品的设计者和品牌的缔造者，同时也是运动用品的零售商，集团集运动用品研发、设计、品牌、生产、物流及全渠道零售为一体，目前在全球40个国家拥有1300多家商场，员工超过80000人，在中国截至2018年1月，已有266家商场遍布全国106座城市，同时电子商务业务已经覆盖390余个城市。

迪卡侬亚太技术与支持中心简介：
我们是迪卡侬亚太区技术与支持中心，
我们是一个130多人的团队，
我们为迪卡侬中国和亚洲其他国家提供专业的方案，服务和技术支持，业务覆盖工业生产，采购，全渠道零售以及供应链，
我们不断技术能力和项目能力，完善策略，优化流程， 提升客户满意度，
作为技术合作伙伴，我们是迪卡侬集团在数字化和平台转型中的核心推动者。

加入我们吧，一起实现迪卡侬的平台转型！


简历（中英文）发送到：
recruitment.edp@decathlon.com