Job Information
Cummins Inc. CRM Support Lead in Pune, India
DESCRIPTION
Key Responsibility:
Managing the Production Application Support/AMS for multiple application.
Managing support team of 20+ people.
Managing Business stakeholder, Dealers/Customers for their support tickets, queries and concerns.
Monitoring, tracking and publishing reports/dashboard on the support activities and tickets.
Managing support team roaster.
Regular communication and updates to the leadership.
Driving process improvements to provide efficient production support and support tickets management.
Managing and reviewing the documentations like FAQs, knowledge articles etc. for effective and efficient tickets resolution.
RESPONSIBILITIES
Qualifications:
College, university, or equivalent degree in Computer Science, Information Technology, Business, or related subject, or relevant equivalent experience required.
This position may require licensing for compliance with export controls or sanctions regulations.
Competencies:
Balances stakeholders: Anticipating and balancing the needs of multiple stakeholders.
Communicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Strategic mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.
Business Analysis Planning: Identifying activities needed to conduct business analysis considering the five business aspects.
Requirements Analysis: Evaluating relationships and interdependencies between requirements to determine feasibility and prioritization.
Requirements Elicitation: Discovering and documenting functional and non-functional requirements.
Solution Assessment and Validation: Assessing proposed solutions to determine if they deliver the desired business outcome.
Solution Design: Creating and defining the solution design using industry standards and tools.
Solution Functional Fit Analysis: Composing and decomposing a system into its component parts to meet business, technical, security, governance, and compliance requirements.
Solution Validation Testing: Validating configuration item changes or solutions to ensure they work as designed.
Project Issue and Risk Management: Managing the process to identify, assess, and prioritize issues and risks.
Values differences: Recognizing the value that different perspectives and cultures bring to an organization.
Business Need Definition: Defining the business outcome that the proposed work will provide.
QUALIFICATIONS
Skills and Experience:
Total experience: 8-10 years.
Production Support/AMS Management: At least 4 years of experience managing Production application support/AMS teams (more than 20 people) for multiple systems.
Domain Expertise: Experience and understanding of the Manufacturing/Automotive domain.
Dealer Management Systems: Understanding and experience working with Dealer management related systems.
Aftermarket Sales and Service: Experience in aftermarket sales and service related processes.
CRM and Salesforce: Understanding and experience with CRM and Salesforce applications.
Production Issue Management: Experience in monitoring and troubleshooting production issues for various systems and applications.
Cross-functional Collaboration: Ability to collaborate with cross-functional teams to identify and resolve production issues.
Process Improvement: Experience in implementing and maintaining processes and procedures to improve production support.
Problem-solving and Communication: Excellent problem-solving, analytical, and communication skills.
ITIL Processes: Understanding of ITIL processes and procedures.
Mentoring: Provide mentoring and share expertise with L1 and L2 teams to improve technical troubleshooting skills and process adherence.
Proactive Monitoring: Proactively monitor the health of production systems, identifying potential issues before user impact.
Complex Systems Management: Experience working on and managing complex systems (complex implementations, integrations, and customizations).
Job Systems/Information Technology
Organization Cummins Inc.
Role Category Hybrid
Job Type Exempt - Experienced
ReqID 2408454
Relocation Package Yes