DevOps IT Engineer

Johnson Controls is a global leader in smart, healthy and sustainable buildings, seeking an IT Developer-Operations Engineer to support enterprise applications. This role involves managing IT operations, incident resolution, and ensuring effective communication between IT teams and business leads.

Responsibilities:

• Manage day to day operations across data center, network, server, storage, database, and applications
• Work with IT business leaders, IT BA, Delivery Team and local vendors to handle application-related incidents (failures and faults) and focus on bringing back the services to normal as quick as possible
• 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
• Facilitate the incident resolution cadences between JCI IT teams, vendor partners and other parties as needed and Own co-ordination and update communications on incidents
• Drive discussions ensuring providing clarifications, generating of specific reports which cannot be generated from front end upon business request
• Manage requests and set appropriate support expectations with IT business leads
• Provide root cause analysis documentation and present JCI per JCI 8D policies
• Engage with Application Vendor for Support for product related issues
• Analyze the past incidents and look for pattern of occurrence and conduct Root Cause Analysis
• Publish comprehensive operational reports on a daily / weekly / monthly basis per JCI reporting needs
• Direct the activities of IT both to directly support end users and to assist with IT department upgrades and directives Develop IT policies and procedures to ensure that enterprise applications operate effectively
• Develop guides for business users and IT (e.g., FAQs, employee handbooks)
• Provide direct user support by handling tech hut or service desk escalations, when needed
• Partner with Cloud Architect to create Cloud Operations roadmap
• 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 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); negotiate appropriate support commitments, for existing products
• Act independently to determine methods and procedures on new or special assignments
• May supervise the activities of others

Requirements:

• Bachelor's degree in relevant field
• Minimum of 5-10 years of IT experience, including support coordination
• Working experience with Oracle and SQL technologies preferably knowledge in Lawson, Mapics and AS400
• Great and advanced English communications skills and stakeholder engagement skills
• Ability to work both independently and within a team environment
• Well organized, results driven and eager to handle difficult problems
• Ability to facilitate communication between IT business leads and technical support teams to achieve actionable outcome and clarity on the solution and next steps
• Experience with system integrations and understand how to troubleshoot data discrepancies
• Excellent problem-solving skills and ability to present analytics findings various business teams
• Flexible and adaptable in regard to learning and understanding new technologies
• Proven track record on working in a cross-cultural environment