United States of America
HIA32: Cedar Rapids, IA 400 Collins Rd NE , Cedar Rapids, IA, 52498-0505 USA
Manager Business Applications & Support Services - Mission Systems
The Manager Business Applications & Support Services (BASS), manages and directs applications support activities through a dedicated team, applies creative thinking to innovation, design, development and implementation of technologies, sub-systems, tools and systems to ensure compliance to specifications, requirements and customer expectations. This position will have the opportunity to interact and collaborate with process owners and stakeholders and assumes responsibility for timely disposition / resolution of needs and issues reported by Mission Systems (MiS) - Business Unit from different locations across Collins Aerospace.
Responsibilities include, but are not limited, to:
Managing the day-to-day operations including resource management of BASS.
Defining the process flow(s) for Issues reported from 'conception to closure' and subsequent customer surveys / feedback.
Planning, selecting, managing, developing and evaluating internal and external resources to ensure the efficient operation of the functions
Reviewing the current state of processes and resources and makes recommendations for needed improvements.
Ensuring the best possible customer support and experience;
Pursuing relentlessly the end-goals and the discipline to do what it takes to plan, organize, and achieve those goals. This goes beyond just performing specific job responsibilities involving a deep sense of caring, respect for the team and a commitment to customers.
Developing and leading a high performance team consisting of Business Analysts & Applications Developers and System Admins promoting the spirit of "working together" and "customer first thinking"
Instituting proper measures / metrics for daily, weekly and monthly reporting and capturing trends
Monitoring the in-flows & throughputs and emphasize on root cause analysis, code optimization, remedial plans for improvement;
Ensuring attainment of team goals and regular assessment of individual and team performance,
Collaborating with peers and other stakeholders across the MiS Business Unit including our Global Engineering Centers (GECs) in India (IDC), Puerto Ricco etc. to establish effective working relationships to ensure business goals are well coordinated and supported through seamless workflows.
Arranging cost and schedule estimates for the effort involved to improve / build new solutions for various issues / incident tickets as needed
Ensuring adherence to MiS Central Engineering expectations, processes and policies.
Building and maintaining internal networks.
Ensuring communications across all levels
Challenging the status-quo and identifying opportunities to improve efficiency, simplicity and ease of use through collaboration with functional and technical teams.
Demonstrating courage in setting goals that inspire, influence, and drive the organization to challenge all existing assumptions and achieving meaningful results that go beyond what was expected and acceptable in the past.
Escalating issues when needed.
This position requires a Bachelor's degree in appropriate discipline and a minimum of 5 years of Customer facing / related experience with Software / Applications Development and support efforts of which atleast 2 years in team lead, supervisory, management responsibilities, in IT, consulting, and leadership disciplines or 8 years of related experience with proven personal leadership traits. Exposure to Help Desk and sustaining support activities is desired. Good understanding of SDLC and business processes are preferred. An advanced degree with analytical skills and the ability to provide a logical, in-depth analysis of trends would be an advantage.
Change leadership responsibilities needed to effectively communicate, engage and implement plans successfully. This position requires good leadership and "soft skills" including creative thinking, facilitation, mentoring, networking, presentation, self motivation and teamwork, as well as strong verbal and written communication capabilities. In addition, the candidate must possess personal attributes including detail orientation, initiative, responsiveness, interpersonal skills, self-management and customer-service orientation.
United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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