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IT Site Support Service Lead

1.00 to 10.00 Years   Dubai, United Arab Emirates   30 May, 2022
Honeywell
1 Jobs Openings
Job LocationDubai, United Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryGeneral Engineering Consultancy
Functional AreaNot Mentioned

Job Description

IT Senior Customer Support Specialistresponsibilities:

  • 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, partners and peers 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 with a global mindset, taking ownership and leaning in to support standardization and service improvement.
  • Provide escalation support and supplier management to site & business leaders as well as to provide direct on-site IT service and support, including proposed design review, facilitate execution, technology upgrades and project work.
  • 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 system
  • 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%-25% of time.
We Offer
  • Honeywell offers employees the opportunity to work on the world?s most exciting projects, transforming the cities we live in, the buildings where we work, and the vehicles that move us.
  • Group medical insurance plan Life
  • Paid annual leave and time off work
  • A culture that fostersinclusion, diversity and innovation.
  • Market specific training and on-going personal development.
If this is your dream role, then wed love to hear from you.

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