IT Operations Lead (Remote) at Johnson Controls, Inc in Milwaukee, Wisconsin

Job Description:

Johnson Controls is powered by your talent. We are the power behind the customer mission. Together we are building a world that’s safe, comfortable and sustainable. Our diverse global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and environments more comfortable and secure. We are all about improving outcomes for our partners. Tomorrow needs your talent. Tomorrow needs you. So let’s talk today.

What you will do

You will be responsible for managing daily operations across data center, network, server, storage, database, and Operations-supported applications. You will oversee the delivery of end-to-end IT support services in accordance with user service expectations, enterprise standards, and local requirements.  You will optimize processes to provide consistently high levels of customer service in a cost-effective manner.  Through collaborating with the global and regional business IT teams, end-users, technology and support groups, you will also ensure all incidents are analyzed, resolved within service level targets, and reported back within the promised timeframes.

How you will do it

• Manage day-to-day operations across data center, network, server, storage, database, and applications.


• Monitor an organization’s servers, networks, and computer systems for irregularities and performance issues.


• Assess system data, error logs, and user reports to determine areas for improvement, repair, or upgrade.


• Direct the activities of IT technicians, both to directly support end users and to assist with IT department upgrades and directives.


• Assess current department needs and help desk inquiries and assign resources to resolve each issue.


• Develop guides for business users and IT (e.g., FAQs, employee handbooks, support runbooks).


• Provide direct user support by handling tech hut or service desk escalations, when needed.


• Partner with Cloud Architect to create Cloud Operations roadmap.


• Maintain accurate records of IT assets in the Configuration Management Database (CMDB) including: application assets, hardware assets, and software licenses.


• Report to senior leadership on business, operational, and client satisfaction metrics with regards to IT Services.


• For all solutions with an identified decommission target, create path/plan to sunset and ensure Operations teams provide keep-the-lights-on support.


• Hold service delivery teams (e.g., Service Desk, Field IT) accountable for carrying out required processes and providing great customer service.


• Ensure that processes are efficient and cost-effective by reducing costs without affecting the overall customer experience (e.g., reduce paperwork from administrative tasks, remove unnecessary steps).


• Manage and track business unit Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).


• Work with the Enterprise and Regional IT Operations Leaders to determine the critical KPIs for performance.


• Support and ensure a zero harm environment through compliance with governance policies and controls relating, but not limited, to Sarbanes Oxley (SOX)/IT General Controls (ITGC), Segregation of Duties (SOD), and Vulnerability Management.

What we look for

Required:

• Bachelor’s degree in computer science, information management or related field, or equivalent work experience.


• 5+ years of global work experience in IT management


• Successful, hands-on experience in application maintenance and support, and at least one technology discipline, database and/or network ideally, in order to quickly identify potential reasons for failures


• 5+ years of progressive leadership experience in leading cross-technology teams and enterprise-wide programs, operating and influencing effectively across the organization and within complex contexts


• Experience in achieving quantifiable IT Ops results by designing and tracking strategic metrics/KPIs and scorecards


• Strong interpersonal skills


• Ability to work across multiple cultures and users/personas to influence and drive a pro-active mindset


• Empathy for and identification with the leaders and employees in the organization affected by IT incidents


• Strong service ethic


• Proven leadership skills


• A proven track record of successfully resolving issues, apply industry frameworks and methodologies to reduce incidents through a pro-active IT Ops culture


• Outstanding analytical, ability to prioritize and quickly resolve problems


• Excellent oral and written communication skills. These skills will be used to explain technical concepts and technologies to users, so technology is adopted and used properly


• Effective leadership skills. These skills include team building, consensus building, the ability to balance team and individual responsibilities, and achieving goals through others not directly under the leader’s supervision, by working ethically and with integrity


• Digital dexterity with consumer gadgets, apps, service management tools and other technology services, along with the vision to see how they can improve employee IT ops proactive mindset, agility and engagement.

Preferred:

• Expertise with ITILv4, Kanban, Agile, Lean Six-Sigma or related service delivery frameworks

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers.