What you’ll do:

Qualifications:

Process

• Follow IT Service Management (ITSM): asset management, change management, incident management, request management, problem management, and project management processes to serve end users and maintain high levels of performance in achieving service level agreements.
• Responsible for annual refresh of IT disaster recovery plan, as well as walkthrough of plan with stakeholders if required.
• Provide input on IT process to support the Manufacturing equipment.
• Lead the Inventory, Risk Assessment & Profit Planning Process. Influence budgeting, forecasting, and spending for IT infrastructure.
• Participate in internal audits related to IT processes, procedures, software, and systems.
• Cybersecurity: Follow security protocols, report suspicious activity, and apply foundational security principles.
• Lean Daily Management: - Adhere to Lean Daily Management (e.g. 5S - clean workplace initiative, RCA, Gemba). Maintain accurate ServiceNow records and manage ticket queues for timely resolution.
• IT Compliance/Risk Management: Support disaster recovery planning, adhere to ITAR/CTD compliance, and apply cybersecurity fundamentals. Comply with, and be an advocate of, company policies and procedures
• Continuous Improvement: Apply EBS, Root Cause Analysis, and CI tools to enhance service delivery.

• Lead a small project technical team with minimal supervision.
• Coaching & Mentoring: Mentor new hires and support onboarding experience
• Vendor Coordination and Management: Facilitate telecommunications providers on site.
• Customer Focus: Resolve user issues independently, manage expectations, and ensure high satisfaction through timely follow-up.
• Relationship Management: Build trusted partnerships with plant leadership and act as a liaison between IT and business stakeholders
• Perform additional duties upon leadership direction.
• On Call as needed, Traveling availability 10%

• OPEX/CI: Assist with root cause analysis on aged or breached tickets, implement corrective actions and support OPEX Manager with the monthly bowler reviews.
• Network Infrastructure: Troubleshooting across LAN/WAN (including SD-WAN), network security, and OT environments. Assist with support for Network Security Operations technologies that enable secure site connectivity globally including site firewalls, and network segmentation.
• Mergers & Acquisitions (M&A): Support PC deployments and integration tasks during M&A activities.
• Project Management: Lead small to mid-sized projects within zone as a ‘Citizen PM’, coordinating resources and ensuring on-time, in-scope delivery.
• End User Computing & Mobility: Partner on EUC strategies, optimize user experience across devices, and manage EUC platforms and mobile device management solutions.