ESSENTIAL DUTIES AND RESPONSIBILITIES:
As IT Operations, you will provide enterprise users with IT service support using technical expertise to maintain, support, and configure solutions to ensure satisfactory resolution of IT problems.
The IT Operations role works closely with different IT resolver teams to ensure user issue resolution and is responsible for technical support, troubleshooting, identifying gaps, and collaborating with technician and system administrator teams to meet business requirements and proactively identify repetitive support tasks and develop automation solutions using scripting (PowerShell, Python, Bash) to reduce manual intervention and improve response times and also leverage AI/ML-powered tools for predictive issue detection, automated ticket routing, and intelligent troubleshooting to enhance service delivery
- Handle user IT support requests for Manufacturing (MFG) via Phone/SNOW/E-mail/etc., resolve issues, or escalate tickets to the appropriate level by engaging IMC and following up on related SNOW tickets based on defined workflow and SLA.
- Monitor system performance and escalate to higher levels when required.
- Troubleshoot problems related to Manufacturing Execution System (MES) and related systems.
- Develop and maintain scripts (Python, PowerShell, or similar) to automate routine IT operations tasks, system monitoring, and data extraction from MES platforms.
- Support integration and API connections between MES and other manufacturing systems; assist in basic customization and configuration of MES workflows
- Present system monitoring dashboards in Daily HDD IT Operation Meetings.
- Participate in relevant meetings and cross-functional initiatives.
- Demonstrate future-focused mindset by proactively identifying opportunities for process automation, predictive maintenance, and digital transformation aligned with Industry 4.0 principles; stay current with emerging MES technologies, AI/ML applications in manufacturing IT, and contribute innovative ideas to enhance operational efficiency and user experience.
- Work collaboratively within assigned shift working patterns.
- Perform other related duties as required.