Global Crm Sustain

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 StakeholdersManage Key Relationships with Business and Technical StakeholdersInteraction with key users of the applications and Align application services with business goals to ensure efficiency and value deliveryContinually mature Sustain & Operational/Platform processes to meet Otis needs & requirementsOversee the day-to-day operations of the production environment, ensuring system stability, performance, reliability & qualityEnsuring 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 valueEnforce/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 stakeholdersPromote continuous improvement by identifying automation opportunities and process enhancementsEnsure/Drive Problem Management and follow best in class practices, implementing preventive measures and meeting Otis level objectivesTroubleshooting issues, coordinating with development teams, and implementing best practices for incident management and resolutionEnsure/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 challengesEnsure/implement production monitoring for all integration system connected to production CRM & address any monitoring coverage gapsAssist with new global initiatives with the Global CRM Implementation & Rollout COE teamLead the audit/compliance initiatives for Global CRM, working with the auditing/compliance/DR teamsApprove /coordinate with appropriate teams/vendors on the environment server/maintenance upgrades/license management/platform itemsEnsure 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 standardsEnsure 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 DeliveryQualifications:5 years of experience with Microsoft Dynamics 365Experience in ITLMExperience with Microsoft Dynamics 365 Platform (Sales Module) highly preferredExperience with MS Azure Dev Ops (ADO) tool preferred, but not requiredExperience facilitating cross-functional workshops with key stakeholders across multiple Functional Areas and Geographic AreasAbility to understand and drive key decisions related to Technical Solutions based on feasibility, cost/benefit analysis, and complexityStrong Leadership skills and experience leading TeamsStrong Interpersonal skills in areas related to teamwork, facilitation, collaboration, and negotiationStrong 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 solutionsHighly organized and analyticalVery strong written and verbal communication skillsExposure to multiple, diverse Business Systems and TechnologiesEducation level:Bachelor's Degree in Digital Technology, Management Information Systems, Computer Science, or a related discipline, or equivalent relevant work experience