**DESCRIPTION** **Key Responsibility:** + Managing the Production Application Support/AMS for multiple application. + Managing support team of 20+ people. + Managing Business stakeholder, Dealers/Customers for their support tickets, queries and concerns. + Monitoring, tracking and publishing reports/dashboard on the support activities and tickets. + Managing support team roaster. + Regular communication and updates to the leadership. + Driving process improvements to provide efficient production support and support tickets management. + Managing and reviewing the documentations like FAQs, knowledge articles etc. for effective and efficient tickets resolution. **RESPONSIBILITIES** **Qualifications:** + 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. **Competencies:** + **Balances stakeholders:** Anticipating and balancing the needs of multiple stakeholders. + **Communicates effectively:** Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. + **Strategic mindset:** Seeing ahead to future possibilities and translating them into breakthrough strategies. + **Business Analysis Planning:** Identifying activities needed to conduct business analysis considering the five business aspects. + **Requirements Analysis:** Evaluating relationships and interdependencies between requirements to determine feasibility and prioritization. + **Requirements Elicitation:** Discovering and documenting functional and non-functional requirements. + **Solution Assessment and Validation:** Assessing proposed solutions to determine if they deliver the desired business outcome. + **Solution Design:** Creating and defining the solution design using industry standards and tools. + **Solution Functional Fit Analysis:** Composing and decomposing a system into its component parts to meet business, technical, security, governance, and compliance requirements. + **Solution Validation Testing:** Validating configuration item changes or solutions to ensure they work as designed. + **Project Issue and Risk Management:** Managing the process to identify, assess, and prioritize issues and risks. + **Values differences:** Recognizing the value that different perspectives and cultures bring to an organization. + **Business Need Definition:** Defining the business outcome that the proposed work will provide. **QUALIFICATIONS** **Skills and Experience:** + **Total experience:** 8-10 years. + **Production Support/AMS Management:** At least 4 years of experience managing Production application support/AMS teams (more than 20 people) for multiple systems. + **Domain Expertise:** Experience and understanding of the Manufacturing/Automotive domain. + **Dealer Management Systems:** Understanding and experience working with Dealer management related systems. + **Aftermarket Sales and Service:** Experience in aftermarket sales and service related processes. + **CRM and Salesforce:** Understanding and experience with CRM and Salesforce applications. + **Production Issue Management:** Experience in monitoring and troubleshooting production issues for various systems and applications. + **Cross-functional Collaboration:** Ability to collaborate with cross-functional teams to identify and resolve production issues. + **Process Improvement:** Experience in implementing and maintaining processes and procedures to improve production support. + **Problem-solving and Communication:** Excellent problem-solving, analytical, and communication skills. + **ITIL Processes:** Understanding of ITIL processes and procedures. + **Mentoring:** Provide mentoring and share expertise with L1 and L2 teams to improve technical troubleshooting skills and process adherence. + **Proactive Monitoring:** Proactively monitor the health of production systems, identifying potential issues before user impact. + **Complex Systems Management:** Experience working on and managing complex systems (complex implementations, integrations, and customizations). **Job** Systems/Information Technology **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Exempt - Experienced **ReqID** 2408454 **Relocation Package** Yes