DESCRIPTION

The IT Support Associate – Level III (Manufacturing IT) works independently with limited supervision to provide advanced operational and production IT support across Cummins Manufacturing locations in the India region. This role ensures the effectiveness, efficiency, accuracy, and availability of IT systems and end-user devices. The associate manages incidents and service requests, supports manufacturing hardware, servers, and applications, coordinates with vendors, mentors junior associates, and drives continuous improvement initiatives while collaborating across teams and regions.

Key Responsibilities Incident Management & End-User Support

• Provide end-user IT support for manufacturing systems across Cummins manufacturing locations in India.
• Create, track, monitor, and resolve incidents using the Incident Management system until closure.
• Respond to user support requests and engage end users to understand and diagnose issues.
• Troubleshoot hardware, software, compliance tools (Antivirus, Tanium, SOTI, Macrium, WSUS), and first-level network issues.
• Provide remote or on-site support based on issue severity and operational needs.
• Follow up with end users to confirm resolution and satisfaction prior to closing incidents.
• Analyze incident trends and perform root cause analysis for recurring issues.

Service Request Management & Device Lifecycle

• Manage deployment, configuration, re-assignment, and surrender of Cummins Manufacturing Devices (CMDs).
• Format and configure new manufacturing devices per approved service requests.
• Install and configure compliance and security tools such as AV, Tanium, WSUS, and Macrium.
• Coordinate device re-assignment activities, ensuring data backup, formatting, and reconfiguration.
• Inspect surrendered devices for damage and completeness before formatting.
• Support hardware shipment activities including depot management, inventory updates, packing, NPDN creation, docket booking, e-waybill generation, and coordination with vendors and end users.

Server & Major Incident Support

• Support server hardware and hosted manufacturing applications.
• Participate in major incident management and resolution activities.
• Coordinate and guide remote teams during server-related troubleshooting efforts.

General IT Support & Continuous Improvement

• Perform IT production support and independently resolve hardware and application issues.
• Install, configure, and disposition IT hardware and applications according to standards.
• Create and maintain technical documentation, SOPs, and support processes.
• Train and mentor less experienced IT Support Associates on tools, processes, and best practices.
• Work with users to understand requirements and recommend appropriate hardware solutions.
• Champion Six Sigma methodologies and continuous improvement initiatives.
• Identify and implement service improvement opportunities.
• Support additional IT responsibilities and projects as assigned.

Skills & Experience

• Minimum 3 years of hands-on IT support experience in a manufacturing environment.
• Experience supporting industrial-grade hardware such as Advantech, Zebra, or similar devices.
• Exposure to manufacturing applications such as Apriso, QDAS, or equivalent is preferred.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience using Incident Management systems for tracking and reporting.
• Proficiency in Microsoft Office Suite.
• Experience managing vendors and coordinating across cross-functional teams.
• Ability to work independently and lead small projects.
• Knowledge of IT lifecycle management and procurement processes.

RESPONSIBILITIES

Competencies – Explanation

• Action Oriented: Proactively takes ownership of issues, responds with urgency, and drives tasks to completion without waiting for direction.
• Balances Stakeholders: Effectively manages and aligns the needs of end users, manufacturing teams, vendors, and IT leadership.
• Business Insight: Understands manufacturing operations and applies IT knowledge to support business goals and productivity.
• Collaborates: Works cross-functionally and across regions to resolve issues and deliver shared objectives.
• Communicates Effectively: Clearly explains technical issues and solutions to diverse audiences, including non-technical users.
• Cultivates Innovation: Identifies new ideas, tools, or process improvements to enhance IT service delivery.
• Decision Quality: Makes timely, data-driven decisions that minimize downtime and operational impact.
• Ensures Accountability: Takes responsibility for assigned incidents, service requests, and commitments through closure.
• Manages Complexity: Handles multiple priorities, systems, and data sources to solve complex IT problems.
• Optimizes Work Processes: Continuously improves processes for efficiency, quality, and consistency using best practices.
• Tech Savvy: Leverages digital tools, manufacturing technologies, and IT systems to deliver effective support.
• Problem Solving: Uses structured methodologies (RCA, Six Sigma, industry standards) to resolve and prevent recurring issues.
• Situational Adaptability: Adjusts approach based on urgency, audience, and changing business needs.
• Values Differences: Respects and leverages diverse perspectives, cultures, and working styles.

QUALIFICATIONS

Qualifications

• High School Diploma or equivalent required.
• Associate Degree, relevant industry training, certification, or equivalent experience preferred.
• ITIL knowledge or certification is desirable.
• MCSE certification preferred.
• This role may require licensing or authorization to comply with export control or sanctions regulations.

Experience Requirement

Requires significant relevant work experience or specialized skills obtained through education, training, or on-the-job experience, with the ability to work independently and support the development of others.

Job Systems/Information Technology

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2423258

Relocation Package No

100% On-Site No