Lead – Operations Support (Field & IT)

Otis Elevator Co.; Mumbai Suburban; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Otis Elevator Co. is seeking an experienced IT/Contract Management professional in Mumbai to support regional field teams and drive process improvements across IT and business operations.

The role combines hands-on installation process knowledge, data management, and familiarity with SNOW, Azure DevOps, and enterprise workflow platforms to advance digital transformation and maintain master data across projects.

Qualifications

• 8+ years in Elevator/ contract management / IT.
• Experience with regional field support and IT process modernization.
• Knowledge of incident, change, and problem management workflows.

Responsibilities

• Support regional Field /service teams towards business objectives.
• Manage invoicing, budgeting, and data integrity across systems.
• Drive continuous improvement initiatives in field operations.
• Coordinate data for master records (Zone, City, etc.).
• Connect PAN India users and validate application data.
• Manage Construction online systems (CATS / AMT / VO, SIP GO and SCS portals).
• Work with Transformation team to drive adoption of the App.

Skills

IT Process Familiarity

SNOW

Azure DevOps

Power Platform

AI Knowledge

Tools

ServiceNow (SNOW)

Azure DevOps

MS Power Platform

K2

CATS portal

Job description

Location: Head Office 9th Floor, Magnus Tower, Mindspace, Link Road, Malad (West), MUMBAI-400064, India

Date Posted: 2025-11-11

Country: 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. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.

Privacy Policy and Terms

Click on this link to read the Policy and Terms

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].