Lead – Operations Support (Field & IT)

Otis SE; Mumbai; On-site; INR 1,500,000 - 2,400,000; Full time

Job summary

Otis is seeking a seasoned IT/Operations professional in India to support regional field teams and drive excellence in NE function. You will oversee IT and business operations coordination, including invoicing and budgeting, and work with transformation teams to drive app adoption in the field.

The role requires strong hands-on IT knowledge, familiarity with SNOW, Azure DevOps, and Power Platform, and experience in contract/field management.

Qualifications

• 8+ years in Elevator/contract management or IT related roles.
• Experience coordinating IT and business operations, including invoicing and budgeting.
• Experience with field operations and regional teams in a large organization.

Responsibilities

• Drive continuous improvement initiatives within the field to streamline processes and improve efficiency.
• Maintain master data (Zone, City, etc.) to ensure data accuracy across systems.
• Coordinate IT processes (incident, change, problem) using ServiceNow (SNOW).
• Collaborate with Transformation teams and pilots to increase app adoption in the field.
• Develop Key Account strategy in CATS portal and align with field needs.
• Support field purchase analysis and strategy.

Skills

IT knowledge

Programming basics

Process optimization

Vendor/contract management

Azure DevOps

ServiceNow SNOW

Tools

Azure DevOps

MS Power Platform

K2 Workflow

Job description

Date Posted: 2025-11-11 Country: India Location: Head Office 9th Floor, Magnus Tower, Mindspace, Link Road, Malad (West), MUMBAI-400064, India Experience: 8+ years in Elevator/ contract management / IT

Role Overview

To Support regional Field /service teams Professionals in the regions towards excellence for achievement of business objectives in NE Function through the following Key Responsibilities:

• Good hands-on installation processes
• Basic Knowledge of IT and Programming, Soft wares
• Process understanding – IT and Business Operations coordinate the 'ins and outs' like invoicing, budgeting (Estimation vs Actuals)
• Identifying NE Field needs of the field and working with respective teams
• Develop Key Account strategy – in CATS portal -Meeting the Key account customers requirements
• Work with the Transformation team (HO and DT ) and Pilots in the field for more adoption of the App
• Work towards field purchase analysis and strategy

On a typical day you will

Continuous Improvement Initiatives: Drive continuous improvement initiatives within the field , identifying opportunities to streamline processes, enhance efficiency, and improve customer satisfaction. Stay in regular touch with regional teams for operational tree structure, that includes new joiners and change of role. Maintaining master data like Zone, City etc to ensure the correctness Majority of work is to connect PAN India Users and validate the application data Manage Construction online systems (CATS / AMT /VO, SIP GO and SCS portals ) Modifications/ Improvements in above systems as per suggestion by users and higher management

IT Process Familiarity

• Basic understanding of ServiceNow (SNOW) for incident, change, and problem management workflows.
• Knowledge of Azure DevOps (ADO) for managing development pipelines, work items, and release processes.
• Application & Workflow Management
• Exposure to enterprise workflow platforms (e.g., MS Power Platform, K2) and integration strategies for backend systems.
• Ability to support digital transformation initiatives and modernization of IT processes.

AI Knowledge (Added Advantage)

• Familiarity with AI concepts such as machine learning, data analytics, and automation.

Preferred Skills

• Basic troubleshooting and ticket lifecycle management in SNOW.

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio. You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers!

We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide.

We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.

We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do.

Become a part of the Otis team and help us #Buildwhatsnext!

Otis is An Equal Opportunity 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 protected class according to applicable law.

To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [e-mail].

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We go to great lengths to hire and develop the best people, and offer a supportive environment where employees are motivated and empowered to perform at their full potential. Today, we continue pushing the boundaries of what's possible to thrive in a taller, faster, smarter world.