DESCRIPTION

The IT Support Specialist works independently to deliver advanced IT and Manufacturing IT (MFG IT) operational support, ensuring system availability, efficiency, and reliability while mentoring junior associates and driving continuous improvement across services.

This is a Hybrid role and based out of our office in Sunshine North.

In this role, you will make an impact in the following ways:

Incident Management – End-User Support

• Provide end-user IT support across Cummins Manufacturing locations in the India region.
• Create, troubleshoot, monitor, and resolve incidents through closure.
• Diagnose and resolve hardware, software, compliance tools (Antivirus, Tanium, SOTI, Macrium, WSUS), and first-level network issues.
• Deliver remote or onsite support and ensure user confirmation before incident closure.
• Create and maintain SOPs and technical documentation for recurring issues.

Service Request Management

• Deploy, configure, reassign, and surrender manufacturing devices as per approved requests.
• Perform OS installation, compliance tool setup, and device configuration.
• Coordinate backups, formatting, asset validation, and redeployment.

Server & Infrastructure Support

• Support server hardware and hosted applications.
• Lead and coordinate remote teams for server issue resolution.
• Participate in and manage major incident scenarios.

General IT Support

• Provide independent IT production support and troubleshooting.
• Install, configure, and resolve IT hardware and application issues.
• Track and resolve issues using Incident Management tools.
• Analyze support trends and implement corrective and preventive actions.
• Mentor junior associates and contract resources.
• Collaborate with users to recommend appropriate IT hardware solutions.
• Apply Six Sigma methodologies to improve service quality and reduce costs.
• Identify and implement service improvement initiatives.
• Manage vendors and support small IT projects.

RESPONSIBILITIES

To be successful in this role you will need the following:

• Associate Degree, relevant industry training, or certifications preferred.
• ITIL knowledge or certification desirable.
• MCSE certification preferred.
• Excellent written and verbal communication skills are required

QUALIFICATIONS

Competencies:

• Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Organizational savvy - Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.
• Access Management - Manages access to services using the required processes and tools granting appropriate rights and denying unauthorized users access to comply with policy.
• Incident Management - Maintains reported issues or requests assigned via the Incident Management system to log actions taken and track trends.
• IT Operational Support - Executes ongoing activities and procedures required to manage and maintain IT services to deliver agreed service levels.
• Request Fulfillment - Manages a service request through its life cycle with efficiency and professionalism using the required processes and tools to maintain customer satisfaction.
• Service Asset and Configuration Management - Manages service assets and configuration items by maintaining accurate configuration records to support other service management processes with documented and verifiable information.
• Service Level Management - Ensures the quality of the services delivered meet agreed levels using the required processes and tools in order to maintain customer satisfaction.
• System Change Management - Controls the life cycle of all system changes using the required processes and tools enabling beneficial changes to be made with minimum disruption to IT services.
• Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to satisfy customer expectations.
• Problem Solving - Solves problems and may mentor others on effective problem solving by using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and ensures actions to prevent problem reoccurrence are implemented.
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Job Systems/Information Technology

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Exempt - Experienced

ReqID 2424625

Relocation Package No

100% On-Site No