Sr CX Prog Mgt Professional - bangalore, India - Honeywell

Honeywell bangalore, India

6 days ago

Description

Responsibilities

·Successful execution of the assigned program(s) on schedule and on budget.

·Meet assigned program(s) SLAs and SLOs.

·Oversee and coordinate program(s) related:

o(Major) incident, problem and request for fulfilment management

oRoot cause analysis (RCA)

oMonitoring and event management

oLevel 1-3 technical support, incl. 24/7 shift/on-call schedule

oSupplier management

oContract management and statements of work

oRelease management

oKnowledge management

oChange management

oRisk management

oReports, dashboards, RAIL (rolling action item list) and risk register

oContinual service improvement

oProject management

oWorkforce in close collaboration with line managers

·Meet performance metrics.

·Comply with applicable processes, policies, internal controls, and compliance requirements; support applicable internal and external audits.

·Interact with customers by e-mail, phone and/or collaboration tools.

·Provide 24/7 on-duty or on-call support as required.

·Drive customer experience.

·Be an active member on program(s) steering committee(s) and/or program(s) governance board(s) as required.

YOU MUST HAVE

·Bachelor's Degree in Supply Chain Management & Logistics, Computer Science, Engineering or related field. A Master's Degree is preferred.

·PgMP certification or ability to acquire within two (2) years.

·5+ years' experience in delivering technical support in a SaaS business.

·2+ years' experience in providing leadership to a mid-size team.

·2+ years' experience in managing customer facing support program(s) in a SaaS business.

·2+ years' experience in program and/or project management in a SaaS business.

WE VALUE

·Strong alignment with Honeywell Behaviors.

·Excellent written and oral communication skills in English (minimum CEFR C2).

·Demonstrated ability to deliver on complex, challenging and in stressful situations.

·Readiness to work in foreign business hours like for example Central European Time (CET).

·ITIL V4 Foundation certification.

·AWS Certified Cloud Practitioner certification.

·Six Sigma Green Belt certification.

·2+ years' experience working in regulated markets.

·Familiar with at least one modern programming language.

·Familiar with ERP, ticketing and knowledge management systems.

·Familiar with contract terms and conditions in a SaaS business.

·Strong analytical skills

·Demonstrated business and finance acumen.

·Experience in optimizing business processes.

·Strong change agent capabilities.

·Proven experience working with global teams and sr. management levels in a complex matrix organization.

·In depth understanding on how to add/create business value to the markets Connected Logistics serves and how to identify, measure, unlock and sustain those.

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