senior Technical Support professionalHoneywell

Senior Technical Support Professional
Honeywell is charging into the Industrial IoT revolution with the establishment of Honeywell Connected Enterprise (HCE), building on our heritage of invention and deep, on-the-ground industry expertise. HCE is the leading industrial disruptor, building and connecting software solutions to streamline and centralize the assets, people and processes that help our customers make smarter, more accurate business decisions. Moving at the speed of software, we are creating, innovating, and delivering solutions fast, challenging the way things have always been done, piloting new ways for all of us to work, and expecting our successes to set new standards for our customers and for Honeywell.
Position Summary
The Connected Logistics Senior Technical Support Professional is responsible for analyzing and solving complex technology platform related problems, primarily in the area of mobile applications and cloud technology. This position serves as an interface between external stakeholders and internal departments, ensuring that their technical issues, concerns, and questions are being addressed and new product introduction projects are successful. The role may include additional responsibilities such as systems administration, as well as developing, coaching, and monitoring technical support operations and staff.
Key Roles
· Provide prompt and courteous 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.
· 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.
· 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 in a software support function required.
· 2+ years' experience in a SaaS (Software as a Service) business.
We Value:
· Advanced troubleshooting skills.
· Strong analytical and problem-solving skills.
· 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.
· Knowledge in technologies / tools.
o Java
o Python
o Application and system monitoring tools
o Payload and message reprocessing tools
o Basic understanding of distributed systems, SaaS, cloud computing, and AWS Services
· Excellent written and verbal communications skills in English language.
· Strong change agent capabilities.
· A self-starter with an ability to work unsupervised.
· 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).
Additional Information
Category: Customer Experience
Location: 32nd Corner 3rd Avenue, Level 25 and 26 , The Curve BGC, Bonifacio Global City Taguig, Manila, CENTRAL LUZON 1630 PHL
Nonexempt
Honeywell

Manila City, Metro Manila Central Luzon
Permanent
Full-time