Global CRM Sustain & Operations LeadAs a Sustain & Operations Lead, you will be responsible for the management, quality, analysis, and lead of Global CRM system under your responsibility following the appropriate methodologies.The functions are:Provide Recommendations, Action Plans, and Status Updates to Leadership and Key Stakeholders
Manage Key Relationships with Business and Technical Stakeholders
Interaction with key users of the applications and Align application services with business goals to ensure efficiency and value delivery
Continually mature Sustain & Operational/Platform processes to meet Otis needs & requirements
Oversee the day-to-day operations of the production environment, ensuring system stability, performance, reliability & quality
Ensuring adherence to all policies, procedures, KPI’s, SLA’s, best practices are being properly tracked & completed. Continue to enhance & mature proper tracking/adherence with vendors/teams.
Focus, shorten & fine tune KPI’s to ensure internal teams are focused on correcting the area’s that provide most value
Enforce/champion/leverage & expand our AI usage/capabilities in day-to-day operations with internal sustain/workstream teams (includes vendors)
Continue to improve reports on support activities, incident trends, and system health for stakeholders
Promote continuous improvement by identifying automation opportunities and process enhancements
Ensure/Drive Problem Management and follow best in class practices, implementing preventive measures and meeting Otis level objectives
Troubleshooting issues, coordinating with development teams, and implementing best practices for incident management and resolution
Ensure/enforce the integrity, data, administration, configuration, maintenance of all Global CRM environments (non-production & production)
Collaborate with cross-functional teams (developers, business analysts, cyber, infrastructure teams) to address complex technical challenges
Ensure/implement production monitoring for all integration system connected to production CRM & address any monitoring coverage gaps
Assist with new global initiatives with the Global CRM Implementation & Rollout COE team
Lead the audit/compliance initiatives for Global CRM, working with the auditing/compliance/DR teams
Approve /coordinate with appropriate teams/vendors on the environment server/maintenance upgrades/license management/platform items
Ensure proper documentation for system configurations, flow diagrams, troubleshooting steps, support processes & interfaces.
Push for automation and eliminate manual efforts.
Ensure adherence to IT security policies, data privacy regulations, and compliance standards
Ensure the integrity, environment synchronization, configuration, and maintenance of Global CRM environments (non-production & production)
Oversee/enhance usage of ITIL processes such as Incident Management, Change Management, and Service DeliveryQualifications:5 years of experience with Microsoft Dynamics 365
Experience in ITLM
Experience with Microsoft Dynamics 365 Platform (Sales Module) highly preferred
Experience with MS Azure Dev Ops (ADO) tool preferred, but not required
Experience facilitating cross-functional workshops with key stakeholders across multiple Functional Areas and Geographic Areas
Ability to understand and drive key decisions related to Technical Solutions based on feasibility, cost/benefit analysis, and complexity
Strong Leadership skills and experience leading Teams
Strong Interpersonal skills in areas related to teamwork, facilitation, collaboration, and negotiation
Strong Project Management skills in areas related to tracking project plans, managing resources, providing status updates, etc.
Ability to understand both the strategic ("big picture") and tactical perspectives of business problems and technical solutions
Highly organized and analytical
Very strong written and verbal communication skills
Exposure to multiple, diverse Business Systems and TechnologiesEducation level:Bachelor’s Degree in Digital Technology, Management Information Systems, Computer Science, or a related discipline, or equivalent relevant work experience