Operations Support Engineer Level 2

Location: 

London, GB, SE16 7FU

Contracted Hours:  39
Salary: 
Sport:  Any Sport

International. Sports enthusiasts. Collaborative team members. Stronger together through our driving force to move people through the wonders of sports. 

At Decathlon UK, we offer Careers That Let You Play. As part of the DECATHLON Group, one of the world's largest sports retailers headquartered in France, we specialise in creating sports products and distributing them through online and physical stores across 56 countries with over 1,700 locations. With over 40+ stores in the UK, our mission is to be the spirited cheerleaders of sports and healthier living in the nation!

 

Join our innovative EPOS team, a central pillar within our diverse UK Digital Products & Engineering (DPE) division, as we continue to lead and revolutionise the payment software landscape. As a vital member of our EPOS team, you will be part of a dynamic group of 12 professionals dedicated to managing and enhancing the front payment software integral to in-store checkouts. Our global reach is extensive, with our solutions deployed in 28 countries across three continents - Europe, Africa, Latin, and North America - underscoring our commitment to delivering world-class point-of-sale solutions on an international Decathlon scale. This role offers the unique opportunity to contribute to a project with global impact, directly influencing the shopping experience of customers around the world.

 

At the heart of our mission is the drive to ensure unparalleled reliability and availability of our tools for thousands of users worldwide. In pursuit of this ambition, we are looking to bolster our Operations Team with the addition of an Operations Support Engineer LVL 2. This pivotal role will be based in our dynamic London or Northampton Hubs, focusing on enhancing our capabilities to meet and exceed the challenges of supporting a global solution.

 

As the Digital & Product Engineering team grows, there will be opportunities to explore and contribute your talents to support and innovate multiple digital products (OMC, End2End) within the DPE scope. Decathlon is more than a sports retail outlet and with over 2000+ stores in 56 countries worldwide and a strong online presence, we must recruit the right people to provide IT operational excellence. As an Operations Engineer, you will be making critical IT decisions to find solutions.

 

YOUR RESPONSIBILITIES: 

 

Technical Support:

- Provide comprehensive technical support for digital solutions.

- Deeply understand the architecture and schema of digital products.

- Efficiently resolve Level 3 support issues and problems.

- Manage incidents within the Digital Product Environment (DPE) scope.

- Train and mentor Level 1 & 2 support teams.

- Develop detailed support guides and procedures.

- Ensure adherence to internal and external SLA agreements.

- Compile reports and utilise data for strategic decision-making and improvements.

- Assist development teams (OMC, E2E) with recurring issues.

- Collaborate with project managers on integrations.

- Independently handle product deployments.

 

 Cross-Team Collaboration:

- Understand Decathlon's infrastructure and the roles of external suppliers.

- Facilitate collaboration and communication between multiple teams.

- Maintain expert knowledge of the Decathlon Technical Community.

- Identify team responsibilities and ensure effective parameter management.

- Foster strong relationships with internal teams and understand their collaboration with DPE products.

- Build a network of reliable contacts within various teams.

- Understand the needs of Product Owners and IT leaders on a global scale.

- Provide support and guidance to teammates.

- Learn and understand the roles and responsibilities of other teams.

 

Supplier Management:

- Understand the organisation and workflows of different suppliers.

- Raise alerts and provide support according to established workflows.

- Collaborate closely with suppliers on new developments and bug fixes.

- Maintain thorough knowledge of supplier capabilities and expectations.

 

External Supplier and Country-Specific Collaboration:

- Understand legal requirements specific to each country.

- Gain and apply knowledge of external solutions.

 

Infrastructure management: 

- Ensure the production environment is optimised and meets Decathlon’s security standards.

- Utilise and understand all necessary tools for protecting and supporting the production environment.

- Identify and recommend new tools to enhance product support.

- Have foundational knowledge of at least one cloud platform.

- Quickly learn how different IT tools communicate and integrate.

- Possess basic knowledge of at least one coding language (Java, JavaScript, Python, C/C++, etc.).

- Prioritise security, developing and adhering to security procedures.

 

Data-driven growth:

- Optimise product use based on data and performance metrics.

- Analyse and report statistical data to drive product quality improvements.

- Utilise monitoring tools to provide real-time performance data and ensure safe product usage.

- Identify opportunities for process, product, and security enhancements to drive business success.

 

SKILLS WE ARE LOOKING FOR:

Technical Skills:

  • POS Software Knowledge

  • Hardware Troubleshooting

  • Networking (Strong knowledge of routers, switches, firewalls) 

  • Operating Systems (Windows, Linux, or proprietary embedded systems)

  • Database Management (e.g., SQL)

  • Security (Data protection, PCI compliance etc.)

  • Scripting and Automation (e.g., in PowerShell, Bash, or Python)

  • Cloud Services and Integration: Familiarity with cloud platforms (e.g., AWS, GCP & Azure) and their integration with POS systems.

Operational Skills:

  • Incident Management

  • Change Management 

  • Project Management: Ability to manage and coordinate POS system installations, upgrades, and maintenance projects.

  • Disaster Recovery and Backup

  • Compliance and Standards

Qualifications:

Advanced Degree or Specialised Training:

  • Degree in Information Technology, Computer Science, or a related field.

  • Specialised training or courses in POS systems management.

 

Industry Certifications:

  • ITIL Foundation: Certification in IT Service Management, which is useful for understanding best practices in IT operations. (Optional)

  • Project Management Professional (PMP): Certification for managing complex projects, if the role involves significant project management responsibilities. (Optional)

 

WHO ARE YOU?

 

  • A dynamic and enthusiastic professional with exceptional problem-solving abilities and outstanding communication skills. 

  • You excel in delivering top-notch customer service, reinforced by a proactive approach and a commitment to excellence. 

  • You can quickly adapt in your time management, embrace continuous learning and have the ability to work and deliver in a fast-paced environment. 

  • You are passionate about leveraging your energy and skills to contribute positively to team goals and organisational objectives.

 

ADDITIONAL INFORMATION:

 

 This hybrid role would require the successful candidate to attend at least three days a week in one of our Offices in London HUB (Surrey Quays) or Northampton HUB.

 

 

BENEFITS

  • Get to enjoy the following benefits and perks:

  • Yearly pay evaluations

  • Healthy discounts on all Decathlon goodies

  • Fun weekly Staff Sports/Activities

  • Pedal your way to work with the Cycle-to-Work Scheme

  • Dive into top-notch training at Decathlon Academy

  • Dive into hundreds of discount vouchers (think groceries, travel, shopping, and more!) with our discount hub developed by SmartSpending!

… and many more



Decathlon is committed to inclusion and non-discrimination, and thus acts on a daily basis in favor of disability, a multi-generational workforce, social diversity, and equality between women and men. If, due to a disability, you require any special accommodations during the recruitment process, please let us know. At Decathlon, first and foremost, we are recruiting personality and character.

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