Global CRM Sustain

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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 

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world's leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world's most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You'll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you'll gain working alongside the best and brightest, keep us connected and on the cutting edge.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext 

Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at

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