Global CRM Sustain & Operations Lead

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