Honeywell Hiring For Sr Customer Support Specialist at India ,  Full Time

Join Honeywell’s One IT team that offers IT support to Honeywell end users across the globe. You will ensure the effective training and deployment of customer focused IT professionals to drive improvements in IT effectiveness through strong engagement with end users. You will oversee and deliver effective technical customer support to a growing user base, while delivering solutions and managing multiple projects and issues simultaneously in a fast paced environment and enable users to make informed decisions in a connected way. You will guide support staff, manage escalations, and fix issues to ensure the highest levels of customer satisfactionKey Responsibilities

The future is what you make it! When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings safe and even making it possible to breathe on Mars. Working at Honeywell isn’t just about developing cool things. That’s why our employees enjoy access to dynamic career opportunities across different fields and industries. Are you ready to help us make the future
This role will support the End User services leadership team to drive consistent IT service delivery and supplier performance for critical sites. You will be required to participate in onsite, face-to-face or virtual engagement with key stakeholders, functional peers and IT business partners and be able to provide oversight and management of our critical IT services using consistent standards, management operating system (MOS) and utilizing industry and Honeywell best practices. This position will also play an important role to provide input on the design, development and support needed to advance key transformation-based programs, projects, system upgrades, in support of continued business growth across all of our core services. When defined, this will act as the IT Site Champion.
This role will report to Global Critical Sites IT Leader.
Key Responsibilities:
.Contribute to delivering a robust governance structure, align with the contractual commitments with IT suppliers, and encourage appropriate innovation and development.
.Help define, manage, and assist with the supplier management governance processes and procedures.
.Define robust MOS with the IT suppliers at the site and key business contacts to ensure clear and regular reporting, in line with contractual obligations.
.Review and manage the supplier-based SLAs, OLAs, SLOs as per the standard work defined, by proactively monitoring the customer escalations, customer satisfaction and feedback to drive improvements in user experience and reduce user effort to obtain IT services
.Proactively monitor and facilitate incident escalation to ensure minimum resolution time and adequate engagement across IT teams.
.Support customers initiate or consume IT services or processes through enablement training and facilitation across IT services within geographical responsible area.
.Act as IT Site Champion when defined and drive the end-to-end accountability within IT to build confidence and trust.
.Build local expertise having global mindset, by taking ownership and leaning in to support standardization and service improvement.
.
.Ensure full adoption and implementation of Honeywell standards, tools, processes and strict adherence to Honeywell policies.
.Work with cross-functional IT support organization and our suppliers in the planning and execution for other core services including, but not limited to: Cyber Safety, Audit & Compliance, merger and acquisitions, Cross-Functional IT alignment
.Support businesses to adopt new technologies and drive transformation and cost savings initiatives
.Provide guidance and recommendations for operational support in security, compliance, specialized applications, corporate audits, risk and cyber self-assessments, sustainable disaster recovery and business continuity, and protecting information in non-federal information systems
.Coordinate with vendor supplier on systems monitoring, event escalation, root cause / corrective action analyses, disaster outage response and management
.Ensure vendor supplier engagement where cross functional IT support and alignment is required
.Ensure customer satisfaction targets for site customer feedbacks are achieved
.Develop roadshow and showcase initiatives and support customer training requirements.
.Business travel: 10% of time

• Effective liaison with end users
• Run Voice of Customer surveys
• Ensure IT compliance
• Manage end-to-end IT support
• Monitor service level agreements
• Participate in audits
• Manage, develop and coach team
• Improve user experience
• Track and report projects and assignments
• Oversee vendors and IT deployment

YOU MUST HAVE
.3+ years of IT experience with increasing technical and operational responsibilities
.Strong experience supporting IT Infrastructure, Desktop and Site based IT Services
.Experience working with contracting, managed service and third parties (internal and external)
.Experience working in large enterprise IT environment supporting the design, development and deployment of large enterprise IT projects.
.Experience managing and support IT sites and providing service at the in environments with greater than 1,000 end-users
WE VALUE
.Bachelor degree in technical degree or business
.Strong communication and customer service and support skills
.Ability to listen and to communicate effectively in proactive manner at all levels of the organization
.Ability to work under pressure with a strong business acumen and customer centric focus
.Excellent Interpersonal and communication Skills
.Ability to function in a collaborative environment with business clients
.Ability to take proactive steps in managing problems
.Facts oriented approach, problem-solving mentality, critical thinker
.Solid understanding of infrastructure and business support related experience in Honeywell is a plus
.Excellent Communication Skills: ability to influence internal / external customers, suppliers, and team members to drive best outcome for Honeywell with the ability to deliver complex information to diverse audiences
.Ability to provide clear and concise reporting
.A high degree of knowledge and experience supporting critical IT service and support at very large sites (>250 people) or environments including deemed as business critical
.Knowledge of security concepts, standards and processes Six Sigma