IT Operations Support Specialist

IT Operations Support Specialist

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We are looking for a talented  IT Operations Support Specialist  to join our team specializing in IT for our CUMMINS in Guadalajara, Jalisco. (Hybrid role: 3 days on site, 2 days home office).

This role would require good functional and technical understanding of Informatica Master Data Management, Data Quality and Data Governance applications and expertise in Support and Maintenance area to support Cummins Enterprise Data Management applications

This role would be responsible for technical support for MDM applications, ensuring minimal business impact and high availability of application capabilities.

• Coordinate and Escalate with Vendor and Internals team for issue resolution
• Partner with support team on issue analysts, business impact and resolution
• Monitor, assign and track incident tickets / issues/ system improvements to completion
• Assist the Production Support Team in expediting pending actions from Users/BU IT/GPVs
• Drive creation of Knowledge Base of all the commonly occurring issues.
• Take actions on risks/issues highlighted by Production Support Teams. 
• Strong analytical and problem-solving abilities with attention to detail.
• Agile development knowledge/experience desired. An ideal candidate will have experience with Jira, Q-test, and test automation.
• Performance Tuning experience preferred.

Preferred skills: 

• Informatica (Supplier 360, Product 360, Customer 360, & Location 360) 
• Informatica Data Quality, Active VOS 
• Informatica Cloud Data Governance and Catalog 
• Informatica Intelligent Data Management Cloud (IDMC) 
• Unix 
• Java 
• PL/SQL 
• Azure Databricks 

Competencies: 
Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Organizational savvy - Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.

Access Management - Manages access to services using the required processes and tools granting appropriate rights and denying unauthorized users access to comply with policy.

Incident Management - Maintains reported issues or requests assigned via the Incident Management system to log actions taken and track trends.

IT Operational Support - Executes ongoing activities and procedures required to manage and maintain IT services to deliver agreed service levels.

Request Fulfillment - Manages a service request through its life cycle with efficiency and professionalism using the required processes and tools to maintain customer satisfaction.

Service Asset and Configuration Management - Manages service assets and configuration items by maintaining accurate configuration records to support other service management processes with documented and verifiable information.

Service Level Management - Ensures the quality of the services delivered meet agreed levels using the required processes and tools in order to maintain customer satisfaction.

System Change Management - Controls the life cycle of all system changes using the required processes and tools enabling beneficial changes to be made with minimum disruption to IT services.

Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to satisfy customer expectations.

Problem Solving - Solves problems and may mentor others on effective problem solving by using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and ensures actions to prevent problem reoccurrence are implemented.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization. 

Education, Licenses, Certifications: 
College, university, or equivalent degree in Computer Science, Information Technology, Business, or related subject, or relevant equivalent experience required. This position may require licensing for compliance with export controls or sanctions regulations. 

Experience: 
Minimal relevant work experience required.

This role would require good functional and technical understanding of Informatica Master Data Management, Data Quality and Data Governance applications and expertise in Support and Maintenance area to support Cummins Enterprise Data Management applications
This role would be responsible for technical support for MDM applications, ensuring minimal business impact and high availability of application capabilities.

• Coordinate and Escalate with Vendor and Internals team for issue resolution
• Partner with support team on issue analysts, business impact and resolution
• Monitor, assign and track incident tickets / issues/ system improvements to completion
• Assist the Production Support Team in expediting pending actions from Users/BU IT/GPVs
• Drive creation of Knowledge Base of all the commonly occurring issues.
• Take actions on risks/issues highlighted by Production Support Teams. 
• Strong analytical and problem-solving abilities with attention to detail.
• Agile development knowledge/experience desired. An ideal candidate will have experience with Jira, Q-test, and test automation.
• Performance Tuning experience preferred.

Preferred skills: 

• Informatica (Supplier 360, Product 360, Customer 360, & Location 360) 
• Informatica Data Quality, Active VOS 
• Informatica Cloud Data Governance and Catalog 
• Informatica Intelligent Data Management Cloud (IDMC) 
• Unix 
• Java 
• PL/SQL 
• Azure Databricks