Lead business Partner Supply Chain - Enterprise Systems - AMEA

Technical Support Engineer

Responsibilities: <ul><li>Establishes and maintains a strategic relationship with key stakeholders in business and the IT organization.</li><li>Define and Drive Digital Supply Chain Agenda across process, people and technology collaborating with business stakeholders.</li><li>Provide thought leadership around the use of technology to achieve business goals and objectives.</li><li>Pioneer the development of a 3-5-year roadmap, providing annual reviews of status collaborating with business stakeholders and enterprise architects.</li><li>Supports development of the AMEA template across technology for these processes. Works with Global teams to establish the Global templates and ensure the sanctity of the templates.</li><li>Works with Functional Leads in other areas to discuss potential solutions that match the business strategy with the technology strategy.</li><li>Define solutions and execute optimal project plans with partner teams.</li><li>Proponent of Agile driving quicker and faster delivery with excellence.</li><li>Drive S4 HANA Template design and delivery for Supply Chain and Procurement modules.</li><li>Identify technology opportunities which provide strategic/tactical advantages in planning, managing and conducting the business.</li><li>Engage with key customers and other external business partners to deliver IT solutions in a high quality, globally conscious manner</li><li>Deliver innovative, efficient and cost-effective solutions to meet enterprise needs and to drive business growth and profitability.</li><li>Act as Leading change agent in delivering and embrace digital strategies. Influence the prioritization of Information Technology decisions for global businesses to ensure world-class delivery and value for IT investment.</li><li>Application Delivery – Define, analyze, and deliver business initiatives in accordance with business and IT priorities and annual budgets.</li><li>Build Talent – Promote and build global leaders, develop staff with the needed functional and technical skills required to meet organizations growing application portfolio and changing technology needs.</li><li>Provides Business Technology thought leadership, bringing knowledge and solutions to drive business outcomes.</li><li>Thinks ‘digital’ and embraces next generation ways of doing work.</li></ul> Advocacy&nbsp; <ul><li>Partner with Senior Business stakeholders to deliver business needs.</li><li>Manage 3rd party vendors ensuring high service level and optimal cost.</li><li>Ensure scalability of the programs by setting up the right framework.</li><li>Invest in building talent and develop high performing teams.</li><li>Supports service improvement and business-as-usual projects by working with various service owners and Architects.</li><li>Negotiate agreements and commitments by facilitating communication between business stakeholders and IT from initial requirements to final implementation.</li><li>Champions change management activities to minimize disruption and achieve desired results from initiatives that are enabled by technology.</li><li>Work with service managers / Vendor teams on key BU business issues, identifying and resolving potential problems and conflicts.</li><li>Collaborate with other IT functional areas to remain apprised of project status and inform stakeholders of progress.</li><li>Work with program delivery and excellence guidelines and ensure that every project is following the same.</li></ul> Consulting <ul><li>Contributes to the business’ strategic planning process.</li><li>Provides strategic technology and process consultation to business.</li><li>Performs assessments and provides recommendations on IT and business initiatives and solutions based on business relevance.</li><li>May advise on options, risks, costs versus benefits, and impacts on products, business processes, and system priorities.</li><li>Analyzes and advises on new business initiatives.&nbsp;</li><li>Stays abreast of industry trends in business and technology to determine impact to the achievement of organization(s) goals.</li><li>May recommend options, identifies risks and analyzes cost vs. benefits.&nbsp;</li><li>Provides strategic consultation to stakeholders in defining or designing business processes, functions and organizational structures.</li></ul> Business Case&nbsp; <ul><li>Works with business teams to understand project requirements, shapes the initial project request, and provides a high-level estimate of the project effort and cost used in cost-benefit analysis&nbsp;</li><li>Conducts feasibility studies and makes recommendations to stakeholders based on its alignment with the business strategy and roadmap.&nbsp;</li><li>Contributes context to the business case such as recommending expenditures based on the size, scope, and cost of hardware and software components.&nbsp;</li><li>Ensures anticipated benefits are realized and key process indicators and report card is measured, tracked and communicated.</li></ul> Planning and Prioritization&nbsp; <ul><li>Works with organization stakeholders and technical resources to create and implement a solution required to meet organization(s) business goals.</li><li>Monitors business demand to enable appropriate planning of IT’s resources.</li><li>Maintains awareness of changes to organization(s) strategy, goals and processes to ensure solutions/requirements/priorities appropriately reflect the needs of the organization(s)&nbsp;</li><li>Facilitates changes when necessary.</li></ul> Risk Management <ul><li>Works with business stakeholders in the identification and evaluation of risks associated with business decisions.</li><li>Identifies risks, outside of current project scope, that will impact the organization(s) such as business process or IT security.</li><li>May help in the development of risk mitigation plans.</li></ul> Communications <ul><li>Business Partnering to collaborate and manage business expectations.</li><li>Stays informed on project(s) status to provide business with regular status.</li><li>Communicate with organization’s stakeholders, project managers, and other to ensure awareness of progress, risks, and results.</li></ul> Measurements <ul><li>Ensures that projects align with the technology that best provides maximum return on investment.</li><li>Works with business and IT executives to define business and IT performance metrics.</li><li>Measures, tracks and reports on benefits realization, IT performance, and customer satisfaction levels.</li></ul> Service Level Agreements (SLAs) <ul><li>Reviews Service-Level Agreements (SLAs) with clients in accordance with IT standards and specifications as required</li><li>Communicates SLA results and issues to appropriate stakeholders</li><li>Work is performed in a Hybrid environment including normal work activities.</li><li>Role is located in India - Bangalore</li><li>Travel to international/domestic locations based on project asks</li></ul> Requirements:&nbsp; <ul><li>13-16 years of relevant functional and technical work experience.</li><li>Engineer / MBA or equivalent degree in Tech/ Information Systems from tier 1 college.</li><li>Extensive experience as IT Business partner for Supply Chain Function, with functional knowledge across all verticals within supply chain.</li><li>Proven experience in both Make and Non-Make domain through delivery of IT Initiatives for Plan, Source, Make, Deliver verticals.</li><li>Good Knowledge of SAP ECC and SAP S4, with functional expertise in SAP Supply Chain modules such as MM, PM, WM, QM, PP.</li><li>Should have managed multiple vendors to deliver complex IT Projects.</li><li>Should have led large scale Supply Chain tech transformation programs.</li><li>Has the experience and cultural awareness required to work effectively with a global team</li><li>Developing strategic plans and setting timelines for evaluation, development, and deployment of solutions</li><li>Identifying opportunities for simplifications and digitization of various workflows across the organization</li><li>Supervising quality assurance processes, integration, and system tests</li><li>Excellent leadership, team building, and management skills</li><li>Ability to Communicate and inspire confidence at a senior level with technical and non-technical audiences</li><li>Experience in identification, evaluation and documentation of process flows, risks and controls</li><li>Ability to engage with functional business leaders at a strategic level, as well as with delivery teams at an operational level</li><li>Hands-on experience leading such areas end-to-end and track record of delivering results and business value</li><li>Requires team leadership skills, experience/in-depth knowledge of business operations and IT processes</li><li>Experience with organizational change management preferred</li><li class="ql-align-justify">Proficient in English Language (Writing, reading &amp; Speaking)</li></ul>

Overview:&nbsp; <ul><li>You shall be a part of the Technical Support Center (based out in Pune, India).</li><li>The Technical Support Center is a team of highly responsive technology specialists whose #1 focus is to</li><li>support/resolve the customers for Presales and Post Sales Technical issues while delivering the best</li><li>possible customer experience.&nbsp;</li><li>You can measure your success through excellent financial results, growing</li><li>customer happiness metrics, industry recognition, on time resolution and employee happiness scores.</li><li>You shall be the first point of contact for customers and partners all over Americas, EMEA &amp; APAC.</li><li>Youll have insight on the detailed functionality of products and partner with all distributed</li><li>elements of the service chain.</li></ul> Responsibilities: <ul><li>You will be responsible for creating and driving support tickets within the required SLA parameters.</li><li>will depend on you to provide the highest standard of customer support for Switching, routing</li><li>,security , Wireless, Cables &amp; Connectivity.</li><li>Remotely provide Presales as well as Post sales support making sure the customer is satisfied with the level of service provided. Manage the tech support day-to-day operations to achieve qualitative and quantitative targets at team/staff level and to maintain overall quality standards.</li><li>You shall be responsible for achieving all metrics for the respective customer/partner, as defined by the management with particular focus on customer satisfaction. </li><li>Gather the required information necessary to best handle customer software and technical inquiries.</li><li>Resolving the issues through Phone, chat and ticketing tool - communication channels.&nbsp;</li><li>Collaborate with Technical Support team members to properly manage customer queries and escalate when appropriate.</li><li>Document solutions for knowledgebase.</li><li>Work to support customer technical issues encompassing hardware, software, and networking.&nbsp;</li><li>Create knowledge base articles on products.</li><li>Connect with wide range of people and teams to find these solutions such as Solution Consultants,Product Line Managers, and the various plants.</li><li>Provide technical service for products and solutions in India and deliver professionally and</li><li>disciplinarily.</li><li>Deliver end to end solution as per customer demand.</li><li>Assist customers with Support Requests and engaging with other Teams ensuring follow up on each request and solution is provided.</li><li>Continuous improvement of their professional certification level.</li></ul> Requirements : <ul><li>Bachelor’s degree in Telecom, Computer Science, Electrical Engineering/Electronics/ IT.</li><li>CCNA Certified. Hirschmann switches, router and security devices knowledge would be added</li><li>advantage.</li><li>Minimum 3-10 years working experience.</li><li>2~3 year’s implementation experience in Managed and unmanaged switches, Internet wireless LAN,</li><li>Industrial Security Systems, Embedded Ethernet modules, Fiber optic field bus repeaters, Secure</li><li>remote access, Network Management Software, Industrial Connectors, industrial network security</li><li>products for process control, SCADA manufacturing and automation sectors.</li><li>Experience in customer support, service or after sales in networking system will be added advantage.</li><li>Understanding of networking protocols.</li><li>Knowledge of transmission technology, OTN and Network Access control would be a plus.</li><li>Hands-on experience with monitoring, network diagnostic and network analytics tools/network</li><li>configuration experience with Cisco etc.</li><li>Ability to quickly learn new or unfamiliar technology and products using documentation and internetresources.</li><li>Basic Level of understanding of Routing and Switching, Basic Data networking, including DHCP, RSTP, VLAN, QoS, IGMP, network redundancy, IP routing protocols and standard VPN technology.</li><li>Industrial networking and IIoT/IoT digitalization knowledge would be added advantage.</li><li>Good English in reading and written, and good oral English is a must.</li><li>Ability to multitask in a fast-paced environment.</li></ul>

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Lead business Partner Supply Chain - Enterprise Systems - AMEA

Technical Support Engineer

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Technical Support Engineer

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