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The Technical Support Engineer will be responsible for managing technical incidents and problems that affect the stability of AEOs retail business. When high severity incidents occur, you will be called into action to help lead the triage. When problems are identified, you will be required to analyze and measure the business impact on AE.com, distribution centers, internal systems and store systems. You will need to be a proficient communicator and highly organized to be successful. An eligible candidate must be a critical thinker, capable of adapting quickly to new technologies and situations. This role will be a part of the EAGLES Incident Management team reporting to the Director of Incident Management.
Work to facilitate the established ITIL based Incident and Problem Management processes.
Work to manage and triage technical incidents and problems that affect AEOs business.
Collaborate with business and technical staff to identify problems and drive their resolution.
Manage technical problems using big data tools to quantify business and customer impact.
Send business facing communications regarding system outages both planned and unplanned.
Provide data and analytical support to business, development, and customer care teams.
Bachelor's Degree in Computer Science or Information Technology a plus but not required.
5+ years experience working in the information technology field.
Experience with ITIL methodologies preferred.

E-commerce and retail background are preferred.
Excellent organizational, trouble shooting, critical thinking and analytical skills.
A strong analytical background and a strong understanding of statistics.
Excellent learning skills to assimilate to new business flows and processes.
Excellent written and verbal communication skills with the ability to lead meetings.
Experience writing formal technical and business documents is a plus.
Experience with Pagerduty, Jira, Splunk, IBM Tealeaf, New Relic, Solarwinds or other like tools.
Experience with ATG, Node JS, Ember, Web Logic, Linux, Java, Sterling, Cloud and JavaScript are all a plus.
American Eagle Outfitters is an Equal Opportunity Employer
Associated topics: assistance, desktop, network, patient, pc, support, technical support, technician i, technician ii, technology

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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