Build your best future with the Johnson Controls teamAs 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 salaryPaid vacation/holidays/sick timeComprehensive benefits packageOn the job/cross training opportunitiesEncouraging and collaborative team environmentDedication to safety through our Zero Harm policyWhat 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 applicationsWork 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 possibleMonitor an organization’s servers, networks, and computer systems for irregularities and performance issuesAssess system data, error logs, and user reports to determine areas for improvement, repair, or upgradeFacilitate the incident resolution cadences between JCI IT teams, vendor partners and other parties as needed and Own co-ordination and update communications on incidentsDrive discussions ensuring providing clarifications, generating of specific reports which cannot be generated from front end upon business requestManage requests and set appropriate support expectations with IT business leadsProvide root cause analysis documentation and present JCI per JCI 8D policiesEngage with Application Vendor for Support for product related issuesAnalyze the past incidents and look for pattern of occurrence and conduct Root Cause AnalysisPublish comprehensive operational reports on a daily / weekly / monthly basis per JCI reporting needsDirect 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 effectivelyDevelop guides for business users and IT (e.g., FAQs, employee handbooks)Provide direct user support by handling tech hut or service desk escalations, when neededPartner with Cloud Architect to create Cloud Operations roadmapReport to senior leadership on business, operational, and client satisfaction metrics with regards to IT ServicesFor all solutions with an identified decommission target, create path/plan to sunset, and ensure Operations teams provide/keep the lights on supportHold service delivery teams accountable for carrying out required processes and providing great customer serviceEnsure 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 supportcommitments, for existing productsAct independently to determine methods and procedures on new or special assignments.May supervise the activities of others.What we look for:RequiredBachelor's degree in relevant fieldMinimum of 5-10 years of IT experience, including support coordinationWorking experience with Oracle and SQL technologies preferably knowledge in Lawson, Mapics and AS400Great and advanced English communications skills and stakeholder engagement skillsAbility to work both independently and within a team environmentWell organized, results driven and eager to handle difficult problemsAbility 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 discrepanciesExcellent problem-solving skills and ability to present analytics findings various business teamsFlexible and adaptable in regard to learning and understanding new technologiesProven track record on working in a cross-cultural environment.NOTE: This is a virtual/remote position considering candidates who reside within Canada. Must work eastern or central time zone hours.HIRING SALARY RANGE: $99,000 - $132,000 USD (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, location and alignment with market data.) The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. This position includes a competitive benefits package. For details, please visit the About Us tab on the Johnson Controls Careers site at#LI-RemoteJohnson Controls’ Canadian subsidiaries are committed to providing reasonable accommodation to applicants, candidates and employees with disabilities, in accordance with applicable human rights legislation, and in Ontario, in accordance with the Accessibility for Ontarians with Disabilities Act (“AODA”). When requested, accommodation will be provided throughout all stages of the recruitment and selection process. To request accommodation, please contact us. Any information you provide related to accommodation measures will be treated as confidential. A copy of Johnson Controls’ applicable AODA policies are available on our website at www.johnsoncontrols.com for your reference, and can be made available in accessible formats upon request.
