The Connected Logistics Senior Technical Support Professional is responsible for analyzing and solving Honeywell Track & Trace related incidents, problems and request fulfillments in compliance with contractual Service Level Agreements (SLAs) and internal Service Level Objectives (SLOs). In this customer facing role you will collaborate and maintain close working relationship with external and internal stakeholders and continually drive customer experience. You will create and maintain KBA’s and provide your support to the RCA process. You will drive initiatives for operations and technical support, effective knowledge management, best practices, and continuous improvements. The role may include additional responsibilities such as systems administration, on-boarding activities and providing guidance, coaching and mentoring to other team members.

Key Responsibilities

· Provide prompt and courteous Level 2 technical support with a focus on high quality, accuracy, responsiveness, and customer satisfaction while documenting and recording all activity according to departmental standards.

· Provide 24/7 on-call support as required to handle emergency escalations for business-critical concerns. 

· Depth knowledge on Supply chain halt (SCH) and workflows 

· Hands on experience on Postman, Git, Grafana 

· Understand standard and customized software solutions, customer business processes, and industry regulations and legislations that drive the software life cycle.

 · Analyze errors and defects from different sources/points of failures (mobile device, warehouse system, inventory system, cloud, inbound and outbound adapters, backend, firewall) through incident and problem management. 

· Troubleshoot, research, and replicate issues end to end in an environment of distributed systems including mobile devices, clouds, external repositories, and customer systems.

 · Provide workaround to issues with varying degrees of complexities and priorities.

 · Escalate incidents further into other technical departments (Development, Product Management, Engineering). 

· Monitor and manage events triggered by system alerts. 

· Meet SLAs and SLOs. 

· Create, improve, and publish knowledge management articles to continuously build and improve knowledge base.

 · Identify and analyze gaps on current processes and work on improvements in execution of incident, problem, request, and knowledge management. 

· Collaborate with operational excellence for reports and KPIs. 

· Propose and develop improvements, innovations, and automations.

YOU MUST HAVE

• Bachelor’s degree in computer science, information technology, engineering, or any related field preferred. 
•  A major, certificate(s) or in-depth experience in technical support. 
• 5+ years’ working experience in a Level 2 software support function. 
•  2+ years’ experience in a SaaS (Software as a Service) business.

We Value:  Strong alignment with Honeywell Behaviors.  Advanced troubleshooting skills.  Strong analytical and problem-solving skills.  Demonstrated business and finance acumen.  Experience in optimizing business processes.  In-depth experience with quality assurance processes and release management practices.  ITIL V4 Foundation certification.  AWS Certified Cloud Practitioner certification or any related certifications in cloud computing platforms.  Familiar with ERP, ticketing, and knowledge management systems.  Familiar with Track & Trace solutions.  Knowledge in application and system monitoring tools.  Excellent written and verbal communications skills in English language.  Strong change agent capabilities.  Effective mentoring skills.  A self-starter with an ability to work unsupervised.  Demonstrated ability to deliver on complex, challenging and in stressful situations.  Experience working with global teams and management levels in a complex matrix organization.  Readiness to work in foreign business hours, for example, Central European Time (CET)