United Technologies Corporation Global Service System Support Lead in Farmington, Connecticut

Job ID: 73446BR

City: Farmington

State: Connecticut

Country: United States

Category: Information Technology

Job Type: Full Time

Description:

Otis, a United Technologies company, is the world leader in reliable, efficient and technologically advanced elevators, escalators and people-moving systems. Our revolutionary Gen2® elevators, energy-saving ReGen™ drives and NCE “green” escalator have clearly set the industry standard for innovation, safety and performance. More than 2.4 million Otis elevators and escalators are currently in operation throughout 200 different countries. We are proud to have a global team that continues to rise to the challenges of a fast-moving company. Together, the people of Otis are creating new ideas and opportunities by collaborating across time zones, geographies and cultures. So just imagine where we can take you! ​

RESPONSIBILITIES:

Responsible for managing the application support team and mistake proof / break fix / improvement teams for Global Service System Microsoft Dynamics 365 Program. The Lead will function as the manager for all support resources and teams – internal and external.

Responsibilities include:

  • Managing help desk teams – either supplier owned or Otis owned staffing; Build out a resource staffing plan and strategy between supplier owned and Otis owned providing right skills and right cost structure

  • Provide ticket analysis with performance and trending analysis that provides proactive work to reduce ticket volumes and ticket closures permanently. Provide a support tracking data base and dashboard

  • Management of the budget to meet the support cost improvement targets

  • Build the appropriate escalation process

  • Define and execute support release strategy

  • Maintain system documentation

  • Manage mistake proofing / break fix analyst and coding team to fix system solutions permanently

Qualification:

  • Proven management experience in supporting Microsoft Dynamics 365 sites with running support teams for help desk and operations

  • Experience with working with outsourced support teams (onshore/offshore, internal and external resources, and multiple partner vendors)

  • 5 to 10 years’ experience in managing Microsoft Dynamics 365 teams in a similar role

  • Strong program management

  • Sales and Service based vertical industry experience

  • Experience in managing both development and support teams globally

  • Experience in developing and modeling Global Support programs

  • Excellent verbal and written communication skills; Able to conduct presentations to large organizations, as well as to executive and upper management teams

  • Knowledge of Microsoft Dynamics sales, service (call center) and field services modules is a plus

  • Knowledge of Microsoft Dynamics 365 cloud software is a plus

  • Knowledge of Agile/Waterfall Methodologies

  • Strong organizational, multi-tasking, and time-management skills

Education:

  • Bachelor's Degree in Information Technology, Engineering, Computer Science or other related field

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Qualification:

  • Proven management experience in supporting Microsoft Dynamics 365 sites with running support teams for help desk and operations

  • Experience with working with outsourced support teams (onshore/offshore, internal and external resources, and multiple partner vendors)

  • 5 to 10 years’ experience in managing Microsoft Dynamics 365 teams in a similar role

  • Strong program management

  • Sales and Service based vertical industry experience

  • Experience in managing both development and support teams globally

  • Experience in developing and modeling Global Support programs

  • Excellent verbal and written communication skills; Able to conduct presentations to large organizations, as well as to executive and upper management teams

  • Knowledge of Microsoft Dynamics sales, service (call center) and field services modules is a plus

  • Knowledge of Microsoft Dynamics 365 cloud software is a plus

  • Knowledge of Agile/Waterfall Methodologies

  • Strong organizational, multi-tasking, and time-management skills

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.