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 :

Education level :

Bachelor’s Degree in Digital Technology, Management Information Systems, Computer Science, or a related discipline, or equivalent relevant work experience