DevOps IT Engineer

Johnson Controls•New Freedom, PA

1d•Remote

About The Position

Build your best future with the Johnson Controls team As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away! What we offer: Competitive salary Paid vacation/holidays/sick time Comprehensive benefits package including 401K, medical, dental, and vision care On the job/cross training opportunities Encouraging and collaborative team environment Dedication to safety through our Zero Harm policy What you will do: We are looking for a customer-oriented IT Developer-Operations Engineer to be part of the IT team to coordinate, develop and support active enterprise applications and legacy environments, identifying requirements to US locations as well as some localization requirements at the region level. This role overall will coordinate, develop, monitor, and stabilize the programming service requests and issues for the enterprise legacy applications in the US region. The IT Developer-Operations Engineer will own the end-to-end support process, which includes the integrations with other local applications (on a country level), manage the JCI incident management system of record, manage the escalation list of major incidents, track operational metrics and provide application health monitoring. How you will do it: 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
NOTE: This is a virtual/remote position considering candidates who reside within the United States or Canada.
Must work eastern or central time zone hours.

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.