Lead Analyst - Site IT Support

Eaton Corporation; Pune District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Eaton Corporation in Pune, India, seeks an experienced IT Service Delivery professional to provide site support, manage device lifecycle, and ensure compliance with policies with minimal supervision.

You will own day-to-day IT for the site, improve customer experience, participate in ITSM, disaster recovery planning, and collaborate with global IT teams to resolve complex issues.

Qualifications

• Bachelor's degree from an accredited institution.
• 7+ years of IT service delivery experience.
• Overall 7-10 years of work experience.

Responsibilities

• Provide site IT support and device lifecycle management with minimal supervision.
• Follow ITSM processes (asset, change, incident, request, problem, project management).
• Lead annual refresh of IT disaster recovery plan and walkthrough with stakeholders.
• Assist IT peers and influence customers to drive IT standards and policies.

Skills

Windows OS

Office Suite

Hardware expertise

IT infrastructure

ITIL

Customer service

Leadership

Problem solving

Networking basics

Education

Bachelor's degree

Tools

Virtual machines

OT systems

Office tools

Job description

What you’ll do:

The primary function of this position is to provide site support, support device lifecycle management, and ensure compliance with all of Eaton's policies and procedures with no supervision. Our customers include all of Eaton’s users (local and remote). Day to day IT ownership for site(s), site health & site customer experience, ensuring fast and quality restoration of site IT service interruptions. Leads global improvement initiatives.

Tools/Technology

• Deployment, configuration, and support of hardware client operating systems, and productivity software for end users.
• Hardware support includes online PCs, PC peripherals, PC non-networked, OT Systems (I4.0), hand scanners, printers, switches, wireless access points, virtual machines, UPS, R&D Labs, and mobile phones.
• Assist with support of site-based IT systems.
• Participate in trouble-shooting and resolution of larger IT issues.
• Local hands and partnership with site, feet on the ground support to other IT teams with technology.

Process

• Follow IT Service Management (ITSM) processes: asset management, change management, incident management, request management, problem management, and project management to serve end users and maintain high levels of performance in achieving service level agreements.
• Responsible for annual refresh of IT disaster recovery plan, as well as walkthrough of plan with stakeholders if required.
• Participate in application, infrastructure, security, operational excellence initiatives, and support activities as needed.
• Responsible for efforts related to root cause analysis and problem management as needed.
• Provide input on IT process to support the manufacturing equipment.
• Adhere to Lean Daily Management (e.g. 5S - clean workplace initiative, RCA, Gemba)
• Participate in the Inventory, Risk Assessment & Profit Planning Process. Influence budgeting, forecasting, and spending for IT infrastructure.
• Ability to draw conclusion from complex data sets to improve a metric or effort. Can present solutions and drive the improvement from data analysis.
• Participate in internal audits related to IT processes, procedures, software, and systems.
• Adhere to and be an advocate of company policies and procedures always, including, but not limited to: ethics, data protection, information security, human resources, and compliance policies and procedures. Protect both Eaton's physical and information assets.

People

• Assist IT peers and influence customers to drive IT standards. Advocate, influence, and assure compliance to IT standards and policies. Share information about best practices with end users to increase user satisfaction and productivity.
• Ability to assist a technical team with no supervision.
• Ability to provide a level of support and guidance on escalated or complex issues to the technical team. Seen as 'go to' person.

Qualifications:

• Bachelor's degree from an accredited institution.
• 7+ years of relevant IT service delivery experience.
• Years and experience required in role: 7+ years of experience.
• Overall 7-10 years of work experience.

Skills:

• Advanced knowledge of MS Windows Operating Systems
• Advanced knowledge of MS Office Suites - PowerPoint, Excel, SharePoint, Outlook
• Advanced knowledge of Hardware - online PCs, PC peripherals, PC non-networked, OT Systems (I4.0), hand scanners, printers, switches, wireless access points, virtual machines, UPS, R&D Labs, and mobile phones.
• Advanced knowledge of other IT infrastructure - network, servers, storage, phone systems
• Miscellaneous equipment used in manufacturing locations such as bar code scanners, specialized printers, industrial PCs, RF Scanners, etc.
• Ability to adapt and learn; to support complex IT environments that may contain various operating systems, desktop, network, phone, and mobile technology
• IT Service Management (ITIL) - Asset Management, Incident Management, Request Fulfilment, Problem Management, and Change Management
• Ability to lead IT initiatives across the organization, Excellent customer service and communication skills
• Ability to relate well to people at all levels of the organization
• White glove treatment / Executive level support
• Mentoring of Analysts
• Instructional guidance for Customers
• Communication-SelfMotivation-Leadership-Responsibility-Teamwork-Problem Solving-Technical Agility -Ability to Work Under Pressure-Time Management-Flexibility-Agile Mindset-Conflict Resolution-Negotiation