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