Global CRM Sustain & Operations Lead
As 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 Delivery
Qualifications:
* 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 Technologies
Education level:
Bachelor’s Degree in Digital Technology, Management Information Systems, Computer Science, or a related discipline, or equivalent relevant work experience