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Technical Support Analyst

2 months ago

CHICAGO, United States KOHLER Full time

Technical Support Analyst (must be onsite in Kohler 1x a week)

Work Mode: Hybrid

Opportunity

Kohler Co is driving a digital transformation to fuel growth through an increasing focus on new digital business models and capabilities.  Strategic investments are being made to drive efficiency in the supply chain, automate plant operations, excel at the direct-to-consumer experience, and drive new insights with data and analytics.
Kohler IT is pivoting to a delivery model with enterprise-grade platform engineering services to enable channel- & product-focused gracious digital experiences for customers that would super charge Kohler Co’s growth priorities.
This position plays a key role within Kohler’s digital ecosystem as an MSP Support Operations Manager in the Platform Delivery and Technology Strategy group. Support Operations Manager is responsible for managing a global 24x7 support service operations on a rotational shift basis for the supported digital platforms with internal associates and external Managed Support Provider (MSP). The successful candidate in this position should have an ability to:
•Define, Operate, and Improve the support operations strategy for digital assets and platforms deployed in Kohler’s digital ecosystem.
•Manage the MSP team to provide a customer-focused service delivery with mutually agreed Service Level Objectives (SLOs) and Service Level Indicators (SLIs)
•Drive support operations towards proactive automated monitoring and observability with logs, performance metrics, events, and traces to improve availability and reliability of the digital assets and platforms. 
•Lead the support organization towards a site reliability engineering (SRE) model in collaboration with development and platform teams.
•Ensure support issues, incidents and problems are managed within SLA in a timely and efficient manner with defined support procedures.
•Coordinate with various business, development and support teams for support, troubleshooting, root-cause analysis, and implementation of a continuous improvement plan.
•Facilitate Major Incident Management for digital assets and platform with key stakeholder groups Infrastructure & Operations (I&O), Cybersecurity, Digital Experience, Platform Delivery, Enterprise Architecture Office, and other IT functions.
•Own the communication with key stake holders and senior leadership teams for cadenced status reporting and escalation management. 

Specific Responsibilities

•Manage Support Service Operations 24x7 support for Kohler digital assets with internal associates and MSP support operation team to provide following support services:
•Proactive Monitoring: for system availability and performance
•Incident Management: respond to incidents in ServiceNow ITSM & Triage to appropriate support queue.
•Major Incident Management: Follow protocol for incidents severely impacting operations.
•Problem Management:  Perform RCA with product and platform teams.
•Service Fulfillment: Within scope of services provided like Access Management and Maintenance
•Escalation Management: Oversight on escalation of incidents
•Own the Service Design & Transition of new digital assets and platforms into Support Operations
•Service Catalogue & Service Level Management
•Availability & Reliability Management
•Transition and Planning Support
•Reporting and Communication of Support Operations Management using mutually agreed SLA, SLO and SLI to key stakeholder groups and leadership teams.


Skills/Requirements

•Bachelor’s degree in computer science, engineering, or a related field; advanced degrees or relevant certifications (e.g., ITIL® Foundation Certification, NewRelic).
•10+ years of hands-on IT Service Management for a global organization with good working knowledge of Microservices, Azure Cloud, Web Development
•Hands-on experience of tools like NewRelic, Splunk, ELK Kibana
•Experience with a hybrid work environment; proficient in online collaboration tools like ServiceNow, Jira, Confluence, Teams, or similar.
•Familiarity with agile/scrum principles of software development on DevSecOps pipelines
•Demonstrated experience in providing influence and/or matrixed oversight to technical teams.
•Able to manage numerous programs, development teams and work processes simultaneously.
•Discipline to operate independently, collaborate effectively, and bring structure in ambiguity.
•Comprehensive and proficient facilitation, communication, & negotiation skills.

The salary range for this position is $89,800 - $114,100. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location.  Available benefits include medical, dental, vision & 401k.

Why Choose Kohler?

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us

It is Kohler’s policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran.  If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact kohlerjobs@kohler.com.  Kohler Co. is an equal opportunity/affirmative action employer.