​​​Position Overview

Purpose & Scope:

• Ensure effective communication with retail team and business stakeholders in order to understand their needs and opportunities. Provide IT support that contributes to the company growth in the APAC region
• Liaise with regional stakeholders to align on prioritization and standards
• Study & understand business needs and market trends to contribute towards innovative IT solutions & offerings
•  Act as an IT solution architect to drive discussions to achieve optimized solutions
• Prioritize, project manage and support multi-million dollars retail stores related projects in the APAC region including new store opening, smart retail/connected retail deployment, in-store mobile solutions, in-store technology upgrade, workforce optimization and network infrastructure stabilization
• Manage and collaborate with internal & external resources and business users throughout the whole project implementation period. Provide support and expertise during all phases of the IT project life cycle, including but not limited to, project planning, budget tracking, timeline, contract review, requirements gathering & documentation, functional design & documentation, configuration, resource planning, QA, SIT, UAT, deployment, hypercare, mitigation of project risks and governance
• Liaise with external vendors, where appropriate, to prioritize & execute projects related to new & existing applications and seek cost saving opportunities 

Essential Duties & Responsibilities

• Contribute to successful deployment of retail stores related IT projects
• Act as the store systems application and IT process expert in the region
• Ensure high level customer satisfaction and compliance of the support SLA and IT process
• Support automation, enhancement, and upgrade initiatives for store technology including but not limited to: Point of Sale (Oracle/Micros), in-store inventory management, printers, payment gateway, traffic solutions, mobile solutions, omni-channel solutions, CRM solutions
• Preparation and maintenance of the system requirement, installation and support documentations for handover to support team
• Maintain internal IT and end user knowledge base for all Retail applications
• Compliance of all IT standards and Controls as related to Sarbanes Oxley and RL Global IT standards
• Work with Global IT partners on standardization, best practices and global support model. Act as an ambassador to present APAC requirements during global discussion
• Identify and investigate new technology opportunities
• Work in an agile approach (document light, discussion heavy, regular small releases, high business participation, focus on what matters most)
• Communicate where additional training to the users is needed to reduce support incidents
• Conduct regular dialogue within IT and business departments to share knowledge and field experiences in order ensure continuous improvement of support and services
• Support the release management cycle and related testing
• Ensure training has been conducted for the users on the new features
• Execute regular self-assessment and plan for the appropriate service improvement and training programs 
• Through excellent work, high professionalism and a focus on quality, promote APAC-IT as a key resource and strategic function for Ralph Lauren Asia Pacific
• Ensure that regular and appropriate communication takes place within the team, regardless of their level or location in the organization
• Ensure that all resources are managed and maintained to maximum business advantage
• Contribute to internal process improvement initiatives

Experience, Skills, and Knowledge

• Minimum 7 years IT experience; with process design and improvement experience
• Hands-on in store technology experience with PC’s, LAN, Servers, Network, POS, traffic solution, fitting room applications, inventory solutions, CRM solutions, hand held devices, etc.
• Working foundation and knowledge of networking infrastructure, TCP/IP, Firewalls, Active Directory and Windows in an enterprise environment, MDM platform (I.e. Air Watch/Workspace One, InTune, JAMF, Simple MDM, Meraki MDM, etc.)
• Knowledge of POS solution (Oracle preferred) which includes Polling, Sales Audit and Scripting is a plus
• Knowledge of Cloud based technology like Azure and AWS is a plus
• Strong adaptor of collaboration tools including but not limited to Microsoft O365, Jira and Zoom
• Experience working with application teams to design and implement integration with backoffice systems
• Experienced in Agile/Scrum Environments
  
   

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