Enterprise Support Lead China (Onsite)

Date Posted:

2023-03-15

Country:

China

Location:

LOC3436:01-05&07, 5/F, TaikangInsurance Tower, No. 429 North NanquanRoad, Pudong New District, Shanghai, China

Position Role Type:

Unspecified

Collins Aerospace is a leader in technologically advanced and intelligent solutions for the global aerospace industry. Collins Aerospace has the extensive capabilities, comprehensive portfolio and broad expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.

Cockpit to cabin, nose to tail, and across the flight experience, Collins Aerospace is one of the world’s leading providers of aerospace systems and services for commercial aircraft. Our unique industry knowledge and decades of experience enable us to understand our customers’ needs around the globe. We employ our expertise to deliver customized solutions that are tailored for improving aircraft availability, maintainability and sustainability. Our focus remains on passenger safety and comfort, maximizing operational efficiency, and providing secure and reliable connectivity. We hire the top people in the industry. Their ideas drive our performance, and their integrity keeps our customers happy. Join us as we take flight!

Do you want to be part of a new, exciting initiative to combine foundational IT with new digital technologies? Our Digital Technology (DT) team is driving business efficiencies and a better customer experience by connecting technologies, people, information and processes. From making aircraft more electric, intelligent and integrated to building new software platforms such as Internet of Things, big data, artificial intelligence, there’s no better place to be right now than in digital. If you’re an agile thinker who enjoys utilizing modern technology to make big improvements, then you’re a perfect fit for this team. Join Raytheon Technologies and help us revolutionize the aerospace industry today!

Job Description:

Following direction from the Regional Manager, this role will lead a field technical support group that covers specific sites and possibly local geographic region. Responsible for close interactions with site business partners and leadership to fully understand and align IT support with business goals. This role will be required to manage and lead specific support aspects of the site including but not limited to desktop support, IT support, local aspects of infrastructure and physical asset management. This role will require deep technical knowledge to assist in incident resolution and request fulfillment via company ticketing system.

Principal Responsibilities:

• Leads and supports the local IT infrastructure support teams to meet the needs of the business. Participates in the regional business and IT planning process to provide input and solicit expectations with regards to future IT support
• Liaison with BU Site Leader for site support services
• Provides technician performance reviews for improved service delivery.
• Reviews Site Data Metrics/KPI’s to proactive resolve current and future issues
• Works alongside site technicians to resolve tickets in queue when required.
• Site Technical SME, able to train and onboard new technicians.
• Oversee, coordinate, and/or provide support for satellite sites in their region.
• Meet with Regional Manager, BU site leader, and onsite technicians consistently to review performance at site, including ticket data, staffing needs, and other key performance indicators.
• Meet with other ESL’s and BU site leaders across the enterprise to share knowledge and best practices.
• Delivers initiatives and projects and ensures local service operation performance achieves established SLA goals.
• Ensures that there are consistent, standardized processes in place locally for managing IT escalations, issues resolution, staff mentoring and financial and IT planning.
• Serves as the site business conduit for local escalations related to support, services and delivery.
• Performs proactive analysis on all factors impacting availability and service level attainment.
• Ensures IT services are available and operational is all areas of responsibility.
• Performs other related duties as required.

Preferred Qualifications:

• 3-5 years’ experience with a broad background to various infrastructure technologies including servers and networks, desktop technologies including hardware and software, and strong troubleshooting skills.
• ITIL Foundations, A+, MCSE, Net+, PMP or other technical and professional certifications desired. Demonstrated experience in service-focused technical environment.
• Demonstrated strong customer service skills and people leadership skills.

Education:

• Typically requires a university degree or equivalent experience and minimum 5 years prior relevant experience or an advanced degree in a related field and minimum 3 year's experience

Location: Shanghai

Language Requirements: Fluent Mandarin and English

Travel: 10%

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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