ABOUT NIELSEN CONNECT:
Nielsen Connect empowers manufacturers and retailers to make bold decisions and transform their businesses with trusted data, solutions, and insights designed to drive progress. We collect and process billions of pieces of data every single day, transforming this raw information into cutting edge solutions powered by our unified platform - an open data ecosystem, built on Microsoft Azure. Our Connect platform is microservices-based, with all layers highly decoupled and focused, so we can move as quickly as technology evolves, and transform the consumer research industry in ways our clients have never seen before.
Our Connect Technology teams are working on our new Connect platform, a unified, global, open data ecosystem powered by Microsoft Azure. Our clients around the world rely on Connect data and insights to innovate and grow.
As a Director, Technology Support, you’ll be part of a team of highly skilled support technologists who are passionate in ensuring that our applications SLA’s are met. We are proactively automating, building, and implementing services (monitoring and alerting) to make the applications reliable. We continue to adopt the best of breed in automation, cloud-native, CI/CD in everything that we develop. Our technology teams are located across the globe.
WHAT YOU’LL DO:
Responsible for the overall Technology Support strategy and services for all collaboration tools and platform(s) for a global workforce.
Develops strategies to provide long-term solutions and high impact process improvements.
Responsible for leading Tech support leads & Support Specialist and driving a team to provide world class Technology Support.
Work with senior stakeholders such as Senior Technology Leaders, Program, Product, Commercial and Operations leaders.
Acts as an escalation point for complex cases or stakeholder challenges.
Works to escalate solution requirements to appropriate teams such as Development or Operations teams.
Leads complex or particularly challenging Sev1 incident management processes.
Reduces dependency on core development team for issue resolution
Lives the Nielsen Operating Principles acting as a role model.
WE’RE LOOKING FOR PEOPLE WHO HAVE:
Influences, collaborates, and sets clear priorities & expectations for teams and stakeholders.
Communicates with clarity, and strives to reduce complexity.
Acts as a strategic leader, proactively identifying opportunities to improve the service of applications.
At least 6 years in technical support or related areas with 3+ experience years in team handling.
Can effectively manage teams to consistently resolve incidents in a timely manner, with excellent customer service.
Effectively communicates, influences, and manages senior/challenging stakeholders, creating clarity, and alignment.
Develops and articulates clear strategies, priorities and expectations for their team and stakeholders.
Strong fundamentals and interest in productivity suites (GSuite, Microsoft O365) and other collaboration tools, application support, infrastructure knowledge, and SMTP relay.
Familiarity in technology areas like cloud platforms (GCP, Azure), automation tools, SSO and authentication, API management, database, monitoring tools, infrastructure services, etc.,
Sound Tech Support skills, preferably with experience in an agile environment
Excellent English communication skills, with the ability to effectively interface across cross-functional technology teams and the business
Functional knowledge of Market research, FMCG industry, and big data is a plus.
Minimum B.S. degree in Computer Science, Computer Engineering or related field