Project Lead

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Textron Inc. (NYSE: TXT) is not only one of the worlds best known multi-industry companies, it is a pioneer of the diversified business model. Founded in 1923, we are headquartered in Providence, Rhode Island, U.S.A. Organizationally, Textron consists of numerous subsidiaries and operating divisions, which are responsible for the day-to-day operation of their businesses. While we take great pride in our long history, we are even more excited by the future. Our vision is to be the premier multi-industry company, recognized for our powerful brands, world-class enterprise processes and talented people. By placing customers first in everything we do, Textron continues to grow as an industry leader with strong brands such as Bell Helicopter, Cessna, Beechcraft, Hawker, Kautex, Lycoming, E-Z-GO, Textron Systems and Greenlee, among others. For more details, please visit www.textron.com

Textron India Private Limited in Bangalore was incorporated in 2004 under the Companies Act, 1956, to better serve our customers around the world. This is a global resource that provides engineering and technological solutions for many Textron business units. We provide engineering and design services including but not limited to drafting, computer aided design, computer aided engineering, solid modeling, finite element analysis, sourcing, business development, marketing and other related activities and services in relation to the above sectors. Our facility has electronics labs and the potential for a vehicle and mechanical engineering workshop. For more details, please visit www.textron.in .

Position Summary

The selected candidate will be responsible to lead and manage the Infrastructure and Service Delivery team to ensure a superior customer experience for Textron Systems business users. This is achieved through the execution of IT Infrastructure Operation projects and tasks in the service delivery, asset management, and infrastructure towers within IT.

Principal Responsibilities

Should be familiar with the discipline of IT service delivery and IT Infrastructure Library (ITIL) framework.

Should have experience in vendor management, managing projects with MSP

Should have experience with Infrastructure budget planning and financial reports for cost management

Candidate should be flexible in his/her ability to learn new tools and technologies, maintain competency and enhance professional growth and development through continuous education and training.

Project a positive attitude and grasp opportunities to learn new processes and tools.

IT Service Management:

Responsible for assuring users are provided efficient and timely first and second level support. Monitor and manage ticket queue (participating in escalated calls as needed).

Monitors problem management and service request databases (ServiceNow & iRequest), and follows up with assigned personnel to ensure timely resolution of problems.

Serves as liaison to business customers for service delivery efforts and processes.

Demonstrates decision making skills concerning Information Systems policies, processes and procedures, with a proven track record of completing tasks and/or projects on schedule.

Accountable for meeting IT infrastructure or operational Service Level Agreements established by Systems IT.

Drives ticket deep dive and develop strategies for improvement.

Partners with HR Ops to streamline Onboarding/Termination/Transfer processes

Responsible for creating and maintaining process documentation

Communications:

Interfaces directly with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner.

Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.

Partners with Corporate Communications and IT leadership to deliver clear, concise messages during service interruptions, planned maintenance, and deployment efforts.

Regularly works across multiple time zones to facilitate appropriate transition of technical work from onshore to offshore teams

Position Requirements

Bachelor s degree (or Master s) in Computer Science, Information Technology, or related field.

Minimum of 6+ years of experience in Service Management, or Service Delivery is a must.

Experience working directly with individuals in a customer service capacity.

Exposure to ITIL processes

Basic understanding of IT/Cyber Security principles

Basic understanding of human resource management principles, practices, and procedures

Additional Competencies

Ability to effectively prioritize and manage multiple projects and deadlines.

Ability to resolve conflicts

Strong organizational, interpersonal and communication skills

Ability and willingness to travel as necessary

Excellent written, oral, and interpersonal communication skills

Ability to present ideas in business-friendly and user-friendly language

Highly self-motivated, self-directed, and attentive to detail

Ability to effectively prioritize and execute tasks in a high-pressure environment

Extensive experience working in a team-oriented, collaborative environment

Well versed with latest technology trends, New-age IT solutions, Cloud based IT solutions

Cross cultural work experiences

Ability to work in a matrix organization.