Honeywell Looking for Lead Customer Support Spc.- IT at Bengaluru, Karnataka Full Time

Design solutions to drive safe living and quality of life

Lead Customer Support Spc.- IT

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 IT Services leadership team to drive consistent IT service delivery and supplier performance. You will be required to lead & 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.

Key Responsibilities:

• Lead development, deployment, and on-going management of IT Support model for end employees, across IT Infrastructure & Services. Provide customer-centric IT Support & Services to end employees.
• Lead to deliver a robust governance structure, develop & follow robust MOS to ensure delivery of qualitative IT Support & Services to end employees.
• Collaborate with the IT Service Owner, Cross-functional teams to drive and lead IT Projects & Assignments to enable business productivity. Develop & follow a robust MOS to drive business results.
• Drive effective engagement & communication with IT Service Owners, IT Business Partners, Cross-functional Leads, Business & Site leadership, ensure operational objectives are delivered qualitatively.
• Develop, deploy & follow a rigorous policy & procedure framework to maintain & manage IT Compliance across IT Infrastructure, IT Business Continuity & Disaster Recovery.
• Define, Deploy procedural framework, with the supplier management governance processes. Align with the contractual commitments with IT suppliers and encourage appropriate innovative solutioning. Lead 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.
• Develop team resources with exceptional & expertise talent 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 collaboratively 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.
• Be a role model for the Honeywell code of conduct, the Honeywell behaviors and be proactive in building one Honeywell IT culture
• Business travel: 10 – 20% of time

YOU MUST HAVE

• 8+ years of Site IT Support, Customer facing experience with increasing technical and operational responsibilities
• Strong experience supporting IT Infrastructure, Desktop and Site based IT Support & 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.
• Preferably working experience front facing customer, delivering Site IT Support & Services with greater than 8,000 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 (>1000 people) or environments including deemed as business critical
• Knowledge of security concepts, standards and processes
• Six Sigma certified and ITIL certification is a plus

Additional Information

JOB ID: HRD175016

Category: Information Technology

Location: Devarabisanahalli Village, KR Varturhobli,,East Taluk – Phase I,Bangalore,KARNATAKA,560103,India