Location: PH - Philippines - A5R0
Goodyear Talent Acquisition Representative: Joseph Robines
Sponsorship Available: No Relocation Assistance Available: No
Primary Purpose of the Position
This position will be a member of the Global IT Strategic Support Team (ITSS), reporting to the Sr. Section Leader of the IT Strategic Support team. The incumbent will work in partnership with the Global IT COE Functional and Technical teams in support of all GLOBAL IT applications and Business Units.
Job Responsibilities
Incident Management
Resolve incidents in areas that are well documented and under the supervision of a Subject Matter Expert (SME). Gaining knowledge in an area of interest to focus on in the future.
Evaluate information in incident tickets and service requests so as to be able to distribute tickets and validate priority under the supervision of an experienced associate. In support of critical applications after hours, handle first response and disposition of the incidents for appropriate action.
Support L2 incidents focusing on SAP modules in-scope of ITSS such as SAP SD / MM / FI / PP / APO-DP / MES / LE) and other Goodyear legacy systems, and other foundational topics as defined by the Global IT Strategic Support team.
Continuous Improvement / Strategic Planning
Provides administrative support to planning related activities and teams. Coordinate and document efforts related to continuous improvements.
Identify tasks that can be improved, automated, and shifted to contractors or service desk
Business Process Monitoring
Perform ongoing monitoring of Business Processes. Reacts to alerts by following documented steps and communicating results.
Support tickets related to Autosys alerts and job failures.
Standard Changes / Service Requests
Performs independently under broad supervision the task required to perform standard changes, and service requests and facilitate recurring IT processes.
IT Projects
Support key business partners by performing simple, repeatable testing for projects and enhancements
Participate in Early Life Support activities / Hypercare
Collaboration / training
Promote an understanding of IT roles to the business units by participating in user training and documentation.
Promote customer enthusiasm and value creation as the face of IT to the business community.
On-call Duties
As part of a Global IT team, on-call duties will be assigned equally across the eligible team members regardless of the delivery center location. On-call duties are currently during the weekends only but may be subject to change according to the business need.
Attend to P1 / P2 tickets starting from Saturday (8 AM) to Monday (8 AM)
Validate with the caller first whether the issue is a valid P1 / P2. Check if it can wait until Monday when the SME is available.
If the caller confirms that the issue is a valid P2 and is complex, the on-call may contact the SME, and the leaders for assistance
Additional weekend on-call allowance will apply
Night Shift / Rotating Shift
As part of a Global IT team, shift schedule is designed to provide support for all regions. Expect rotating shift (day, mid, night) during your stay with the team.
Shift scheduling may change but all team members are always part of the planning to ensure equity
Shift swapping is allowed for exception cases, and as long as another team member agrees to relieve the post
During the night shift (if applicable), expect to be working with another SAP contractor and at least 4 ITSS associates
Rotation is weekly. So in a year, there will be an estimate of 5x a year of being on night shift, 5x being on day shift, and all the rest on mid-shift. (Assumption: 52 weeks / 10 members)
Additional night differential allowance will apply
Knowledge, Skills & Abilities:
Ability to understand the business needs and deliver prompt, efficient, quality service to the business; works to anticipate, identify and meet end-user needs; drives outward results and ensures high-quality standards are met
Can convey complex and technical issues to diverse audiences, orally and in writing, in a manner that is easily understood, authoritative, and actionable for the business; actively listens to peers' input
Strong analytical and problem-solving skills; acts decisively and swiftly, identifies problems and drives towards solutions, takes on
Knowledge and previous in SAP and other ERP is an advantage
#LI-Hybrid
Goodyear is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, ethnicity, citizenship, or any other characteristic protected by law.
Goodyear is one of the world’s largest tire companies. It employs about 74,000 people and manufactures its products in 57 facilities in 23 countries around the world. Its two Innovation Centers in Akron, Ohio and Colmar-Berg, Luxembourg strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate
