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B2B IT Support Team Lead (Experienced Level Professional)

Company: Michelin North America
Location: Greenville
Posted on: January 11, 2022

Job Description:

B2B IT Support Team Lead (Experienced Level Professional)Michelin, the Worldwide leader in Tires, is hiring!- - - - - - - - - - - -MISSION : Support Team Leader facilitates internal and external team interactions, enforces team rules and helps drive team efforts towards continuous improvement within a fast paced and constantly evolving environment.KEY EXPECTED ACHIEVEMENTSManage Ticket resolution for assigned application(s) - includes tickets having any severityAccountable for ticket resolution; Responsible to ensure right people working on the ticketApplicant will be the primary on-call for after hours issues. For O2C, the number of incidents is small but the applicant is the primary one responsible for ensuring INCs are resolved per SLA with our back office personnel.Coordination of all resources (MV Support team, SaC Support Team, other IS teams, business) to ensure tickets resolved to customer satisfaction and the meeting of respective ticket SLACommunication of ticket status and/or resolution with the businessEnsure Incident logs are updated correctly with actions taken to resolve.Ensure Michelin BS SC Partners (Team members) are following all Michelin Processes and are organized correctly to delivery on SLAs as part of our SOW.Open change tickets for resolution of MS3 issues. (regular, expedited or emergency)Analyze tickets for assigned application(s) and determine trends and corrective actions for re-occurring issues. Must have the ability to create custom dashboards in ServiceNow or build tools using Power BI, Splunk, or new tools provided by the market.Must have the ability to act as a lead FA on all applications being supported under the Team Leads domain. Should know how the system interacts with other applications via different interfaces. Team Lead should know how data is modeled at the database level within their applications. Should be able to access this data to ensure what is presented to the business is correct.Team Lead should have a basic understanding of all servers hosting their applications. Should be able to log into these servers to ensure nothing critical is impacting the business.Manage Application DowntimeCommunication of P1 & P2 issues to SC Support Managers as appropriateFollow process on P1 communicationHourly status update for P1s via TEAMS / TextImplement corrective actions to ensure application SLA is metChange Management - Work with SAs/Domain to determine impacts. Approve/reject changes. Changes should not have a negative impact on our production environment. Co-ordinate testing after changes. The Lead should be able to smoke test their applications should P1/P2 INCs occur. This will ensure we are able to act quickly and not solely rely on personnel that may reside outside North America.Make sure all ongoing Projects being delivered don't cause unplanned downtime. Knowledge gaps should be answered prior to Go Live as not to impact existing SLAs. The lead should be able to challenge the best practices of the squads. The lead should be able to call out regression testing that needs to occur or Use Cases being delivered.Communication to Business - The Team Lead is responsible for communicating to business counterparts any impact on normal day to day activities. An example of this would be system downtime related to IT led Disaster Recovery exercises which may impact a customer's ability to place orders or our Supply Chain business being unable to adequately ship tires.PRBs - The Lead is responsible for the creation of all PRBs and ensuring the correct business impact is communicated. They will ensure a clean handoff to the squad in question which will then take ownership.Follow crisis management and high severity communication processEnsure On-Call rotation and on call database is up to dateProvide updated scripts (KBs) to helpdesk when required.Manage SRs for Service Requests (non-incident management)Approve Supportability Assessments for MS1 and MS2 projects.Service Level Agreements (SLA)Help Define and maintain the SLA within our current Control TowerWill work with architects and project managers to ensure we are all in sync. Must be able to understand and challenge architecture decisions.Ensure that technical solutions are aligned to meet SLAAnticipate upcoming SLA needs from the business and communicate to the Development and Infra teams. Should be applied to INCs, RITMs, and CHGs.Operational ProcessesKnowledge Management: Establish a process to review all Tickets (CHGs, INCs and PRBs) to make sure all knowledge is being shared with all support team, Infra, squads and Service Desk members. Drive actions with end user to educate and improve their knowledge to let them be more independent to decrease number of tickets to INCs over time.Access management: Must work with team and partners to ensure all applications are compliant with Michelin Standards.Request fulfillment: Ensure all requests are being fulfilled in the correct SLA as well as ensure that automation and a shift left approach is being promoted.Continuous Service improvements: Promote system reliability (Performance and Availability) as well application changes to increase user satisfaction.Technical SkillsJava knowledge is a plus to that the leader will be able to help debugging issues being faced by the businessOracle experience is needed so the Lead can help troubleshoot data related issues faced by our customers.Splunk experience or other monitoring tool experience is needed so that automated alerts can be generated so the team is not reliant on manual lookups.B2B / Order to Cash experience needed as the Leader will need to drive solutions with the team.Windows Server experience needed to help troubleshoot application performance problems impacting customers.Agile Methodology experience is a plus.API / Web Service experience needed as we drive towards a real time architectural approach.Meetings:8:30 AM Daily Team Lead Standup Call - review sev1/2 INCs or issues that need to be reported to Supply Chain Business as the 9:00 Touchpoint.Change Management Tues Call - review upcoming changes; highlight risks for assigned applications (for Zone and master applications)May be required to attend Huddle/Operations meeting. This meeting is not mandatory and should be shared across different team leads.Daily 4pm Control Tower with SaC. The Lead should independently be able to communicate business impact related to INCs that occurred during that day. Should be able to assist Supply Chain Support Management on updating Control Tower metrics so they correctly reflect true business impact. Should be able to challenge the existing control tower metrics so that we are measuring the correct things over time.Will be responsible for driving the CSD related to their specific area. They are responsible for pulling all information together (Support / Development / Business Partners) and building out this presentation.Moving Forward Together: Apply Today!Dedicated to the improvement of sustainable mobility, Michelin designs, manufactures and sells tires for every type of vehicle, including airplanes, automobiles, bicycles, earthmovers, farm equipment, heavy-duty trucks and motorcycles. Michelin also offers a full range of innovative services and solutions that help make mobility safer, more efficient and more environmentally friendly. To create unique mobility experiences, Michelin publishes travel guides, hotel and restaurant guides, maps and road atlases. Headquartered in Greenville, S.C., Michelin North America employs more than 20,000 people and operates 19 major manufacturing plants in the U.S. and Canada. Michelin is recognized as an employer of choice by the people who work here. They stay at Michelin because they have careers with a purpose at a company with a purpose. In fact, more than 97 percent of Michelin employees say they choose to move forward together with our company each year. Michelin's status as a great place to work has been validated by the leading authorities on workplace culture: --- Forbes list of "Most Diverse Place to Work" and "Best Employer for New Grads" --- Fortune list of "World Most Admired Companies" --- Voted on the top 50 Employers list by the readers of Minority Engineer magazine, Women Engineer magazine and STEM Workforce Diversity magazine. --- Top Company for Women to work for in Transportation. Michelin takes an advanced approach to career development, ensuring that you will come for a job but stay for a career. More than 75 percent of our managers are promoted from within, and we offer multiple career development paths to challenge employees to grow and realize their purpose across the span of their individual careers. Apply now and start your own mobility journey with Michelin today. Total Rewards: Motivated by our Purpose - We Care about Giving People a Better Way Forward - Michelin offers our employees a comprehensive Total Rewards package with competitive well-being, health care, life insurance and retirement benefits and perks such as: --- Paternity leave --- Maternity leave --- Tuition reimbursement --- Family health care centers and fitness facilities at several company locations --- Fitness membership reimbursement through a network of nationwide facilities --- 529 college savings plan --- A 401(k) match --- Free tires based upon years of service --- An Employee Assistance Program --- A relocation assistance program Michelin is an equal employment opportunity employer of minorities, women, veterans and the disabled. If you need accommodation for any part of the employment process because of a disability, please contact us at This position is not available for immigration sponsorship

Keywords: Michelin North America, Greenville , B2B IT Support Team Lead (Experienced Level Professional), Sales , Greenville, South Carolina

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