Sr CX Prog Mgt Professional

Honeywell

Bangalore, Karnataka
Permanent
Full-time

25 days ago

Sr CX Prog Mgt ProfessionalHoneywell is charging into the Industrial IoT revolution with the establishment of Honeywell Connected Enterprise (HCE), building on our heritage of invention and deep, on-the-ground industry expertise. HCE is the leading industrial disruptor, building and connecting software solutions to streamline and centralize the assets, people and processes that help our customers make smarter, more accurate business decisions. Moving at the speed of software, we are creating, innovating and delivering solutions fast, challenging the way things have always been done, piloting new ways for all of us to work, and expecting our successes to set new standards for our customers and for Honeywell.In this high impact, customer facing role, you would be responsible for managing one or more global, medium to large, complex and business critical 24/7 Connected Logistics Software as a Service (SaaS) support program(s) in compliance with associated Service Level Agreements (SLAs) and Service Level Objectives (SLOs). You will drive successful execution of the assigned support program(s), oversee and coordinate the program(s) from an operational point of view, closely collaborate with the respective supporting functions in Honeywell Connected Enterprise (HCE) and use tools, processes and best practices to achieve the same both on schedule and on budget. You will ensure that performance reports, dashboards and monitoring are maintained, actions derived and followed up in a timely manner, and risks mitigated. You will optimize business processes and drive effective knowledge management, best practices, and continual service improvements.Key Responsibilities· Successful execution of the assigned program(s) on schedule and on budget.· Meet assigned program(s) SLAs and SLOs.· Oversee and coordinate program(s) related:o (Major) incident, problem and request for fulfilment managemento Root cause analysis (RCA)o Monitoring and event managemento Level 1-3 technical support, incl. 24/7 shift/on-call scheduleo Supplier managemento Contract management and statements of worko Release managemento Knowledge managemento Change managemento Risk managemento Reports, dashboards, RAIL (rolling action item list) and risk registero Continual service improvemento Project managemento Workforce in close collaboration with line managers· Meet performance metrics.· Comply with applicable processes, policies, internal controls, and compliance requirements; support applicable internal and external audits.· Interact with customers by e-mail, phone and/or collaboration tools.· Provide 24/7 on-duty or on-call support as required.· Drive customer experience.· Be an active member on program(s) steering committee(s) and/or program(s) governance board(s) as required.YOU MUST HAVE· Bachelor's Degree in Supply Chain Management & Logistics, Computer Science, Engineering or related field. A Master's Degree is preferred.· PgMP certification or ability to acquire within two (2) years.· 5+ years' experience in delivering technical support in a SaaS business.· 2+ years' experience in providing leadership to a mid-size team.· 2+ years' experience in managing customer facing support program(s) in a SaaS business.· 2+ years' experience in program and/or project management in a SaaS business.WE VALUE· Strong alignment with Honeywell Behaviors.· Excellent written and oral communication skills in English (minimum CEFR C2).· Demonstrated ability to deliver on complex, challenging and in stressful situations.· Readiness to work in foreign business hours like for example Central European Time (CET).· ITIL V4 Foundation certification.· AWS Certified Cloud Practitioner certification.· Six Sigma Green Belt certification.· 2+ years' experience working in regulated markets.· Familiar with at least one modern programming language.· Familiar with ERP, ticketing and knowledge management systems.· Familiar with contract terms and conditions in a SaaS business.· Strong analytical skills· Demonstrated business and finance acumen.· Experience in optimizing business processes.· Strong change agent capabilities.· Proven experience working with global teams and sr. management levels in a complex matrix organization.· In depth understanding on how to add/create business value to the markets Connected Logistics serves and how to identify, measure, unlock and sustain those.Additional Information

Category: Engineering
Location: HW Camp II,Bldgs 9A&9B,Plot C2,RMZ Ecoworld,Varturhobli, Sarjapur Marathahalli Outer Ring Road, Bangalore, KARNATAKA 560103 IND
Nonexempt

Honeywell

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