Cummins Inc. Telecom LATAM Leader in San Luis Potosi, Mexico
Telecom LATAM Leader
* “At Cummins we are dedicated to promoting diversity in the workplace, we provide equal employment opportunities regardless of race, gender, disability national origin, age, religion or sexual orientation”*
* Telecom LatAm Leader*
* Education, Licenses, Certifications*
Bachelor’s Degree in Computer Science, Telecommunication, information systems engineering or related.
4 years or more in the specific function
Project management, landline, cell phone, LAN, wireless connectivity, WAN, support, structure operations through metrics and constant monitoring, SLA compliance, additional responsibilities (budget management, capital, and expense for all related services, negotiation with both local and foreign providers in Latin American, personnel administration, vendor management, stakeholder management (peers and internal clients on 3 BU) monitoring and administration of extended support (infrastructure support through HSL), structured wiring, CISCO (CCNA certification desirable), ITIL certification (desirable).
Responsible for the management, operations, delivery and support of defined IT applications and/or infrastructure services; directs and coordinates the efforts of people to accomplish goals and objectives using available resources; plans, organizes, staffs, leads, and controls an organization to accomplish the goals; encompasses the deployment, administration, and development of human, financial, and technical resources.
Contributes to the delivery and support of specific IT services.
Supports the development and maintenance of services and ensures that tools and resources are capable and available (i.e. IT Service Catalog, Asset Management system)
Generates and reports service delivery metrics and drives standards across regions and locations (i.e. Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring).
Acts as a point of contact for customers for service related inquiries and maintains relationships with key customers and suppliers.
Is familiar with Operational Level Agreements between other IT Service owners.
Encourages root cause analysis using the formal problem-solving approach for recurring issues.
Champions the use of Six Sigma to reduce costs and improve processes. Identifies opportunities for service improvements, discuss with the customer and raise the request for change for assessment if appropriate
Maintains the accuracy of service related standards, procedures and work instructions in a knowledge management system.
Able to support the Service Owner when needed
Service Asset and Configuration Management - Manages service assets and configuration items by maintaining accurate configuration records to support other service management processes with documented and verifiable information.
Request Fulfillment - Manages a service request through its life cycle with efficiency and professionalism using the required processes and tools to maintain customer satisfaction.
Vendor Management - Manages strategic vendor relationships throughout the business need and contract life cycle using the required processes and tools to control costs, drive service excellence and mitigate risks to gain increased value from the vendors.
Service Catalog Management - Maintains a service catalog that contains all details of active and approved services in service operations using the required processes and tools to provide clear and relevant information to users.
Service Level Management - Ensures the quality of the services delivered meet agreed levels using the required processes and tools in order to maintain customer satisfaction.
Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to satisfy customer expectations.
Problem Solving - Solves problems using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and recommended actions to prevent problem reoccurrence.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.
Global perspective - Taking a broad view when approaching issues, using a global lens.
Advanced Business Level (fluent proficiency)
Job SYSTEMS/INFORMATION TECHNOLOGY
Primary Location Mexico-San Luis Potosí-San Luis Potosí-Mexico, San Luis Potosi, ABO Offices
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Jul 29, 2020, 12:15:35 PM
Unposting Date Ongoing
Req ID: 20000193