Technical Support Manager

Job Title:Technical Support Manager

Location: San Francisco, CA

We're excited about you if you have:
10+ years of retail and systems Support experience for Logistics, Merchandising, Inventory and Planning Systems in a fast-paced environment.
5+ years of technical expertise in managing full stack web Cloud native applications using various technologies including Angular, REACT, NodeJS, Oracle Database experience is a must.
Demonstrated ability to co-ordinate multiple remote teams and drive resolution.
Demonstrated ability to effectively communicate with Business and all levels of IT and Business management.
Strong Negotiation skills, presentation skills and conflict resolution skills needed.
Prior experience managing or leading Engineering Teams preferred.
Strong knowledge of Supply Chain, WMS & Merchandising Business process flows and integration of those with other systems preferred.
Demonstrated ability to debate ideas, comfortable managing constructive conflict, and not afraid to challenge the status quo.
Open-minded with proven ability to work collaboratively with others in team environment.
Experience with JDA WMS/Blue Yonder systems, o9, Riversand/Syndigo, TMS and Oracle Database is desired.
Bachelor's degree in engineering, Computer Science or a related field and / or equivalent experience

Your responsibilities include:
Provide technical expertise of Sephora Web and Cloud native Supply Chain/WMS and Merchandising systems and associated peripheral integrations, environments and Databases.
Provide the leadership for the Supply Chain Production Engineering team to determine root cause of complex incidents and engineer solutions to provide continuous improvement of Supply Chain Systems reliability.
Develop annual support plans, based upon team learnings and Business/Leadership feedback, to ensure a cost-effective organizational structure that addresses production issues within agreed upon SLAs to resolve software issues.
Ensure all systems are continuously patched & covered under a proper certification, ensures timely resolution of production issues.
Establish metrics from Service Now incidents, generate ageing Reports and review with IT & Biz Leadership, resolve issues within stated SLAs, and improve system stability and reliability.
Provide Technical Co-Ordination, oversight and technical coaching to teams to ensure impactful incidents are analyzed for root cause and effective mitigations are in place.
Take lead in resolving P2/P3 issues of cross functional in Nature, pull teams together and focus in resolving the production issues that are impactful and escalated.
Work with Production Support & Engineering teams and develop enhancements to fix recurring issues in production.
Manage Escalations for Production Issues, bring teams together and work to resolve the issues and own end2end issue resolution & stakeholder communication for escalations.
Provide oversight to ensure adequate staffing coverage both during periods of non-peak and peak season.
Ensure Production Engineering team members employ standard and generally accepted Development practices (ensure code reviews and technical coaching), and consistent methods of troubleshooting, triage, and incident resolution to restore service most quickly and effectively.
Demonstrate our Sephora values of Passion for Client Service, Innovation, Expertise, Balance, Respect for All, Teamwork, and Initiative