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Connected Software Operations Leader

Connected Software Operations Leader

Join a team recognized for leadership, innovation and diversity

Honeywell is building a smarter, safer, and more sustainable world.

That’s the Power of Connected. That’s the Power of Honeywell.

Honeywell, a Fortune-100 company generating $39B+ in annual sales, has been one of Fortune’s Most Admired Companies for over a decade. Its various businesses design, develop, and deliver solutions that address some of the world’s most critical challenges linked to global macro trends like energy efficiency, sustainability, safety, and security, globalization, and customer productivity. The company today is organized into five reportable business groups: Aerospace (including automotive); Home and Building Technologies; Performance Materials and Technologies; Safety and Productivity Solutions; and Honeywell Connected Enterprise. The Connected Enterprise brings together the physical and digital world to deliver transformative outcomes for Honeywell’s customers. We leverage deep subject matter expertise, data, advanced analytics, AI, and the world-class Honeywell Sentience platform, to enable the entire ecosystem to extract actionable insights and anticipate next steps for optimal results. By connecting people, process, and assets, we deliver intelligent solutions for a safer, smarter, and a more sustainable planet.

Connected Software Operations Leader

Reporting to the VPGM of Connected Enterprise, the Operations Leader will play a transformational role responsible for driving the IT and Production Support operations for Honeywell’s Connected Enterprise portfolio, including Honeywell Sentience. Working closely with the executive and senior leadership team, this position is pivotal for ongoing operations and the transition of our software to cloud-based delivery. In this role you will lead operations strategy and practices for our Service Infrastructure, SaaS Operations, System Administration, Application Administration, Incident Management, Deployment, Production Monitoring, and Technical Customer Support teams. Your in-depth experience in cloud, on premise, and hybrid environments will allow you to come in with a “playbook” on how to optimize the operations and migration strategy for the portfolio as a starting point. Your influence will permeate across Honeywell as you leverage your SaaS operations expertise in supporting a highly available, high-performance, and secure environment. As a Technology Leader, you thrive in a fast-paced and agile environment, and as a visionary you leverage the rapidly evolving technology landscape to make the Service Infrastructure future-proof, world-class, and sustainable.

This is a senior leadership role, with the opportunity to define and execute new methodologies. You will do this by providing daily leadership to the Operations functions as they work towards achieving the objectives of the Connected business. You will also be responsible for benchmarking performance, developing KPIs to monitor customer experience, leading ongoing process improvement initiatives, and for aligning the organization around strategic goals to continually improve the level of service provided. Additionally, you will understand customer expectations and create processes to continually exceed those expectations by anticipating their needs and meeting them proactively, thus becoming their trusted advisor.

As the Operations leader you will:

* Drive operations strategy and support process alignment with all Honeywell’s SBGs:

* Responsible for defining and executing the Operations strategy for all Connected software, including Honeywell Sentience and Connected IoT applications.

* Have a strategic and long-term vision for this Operational support role, which will establish Connected Enterprise as a Honeywell-wide template for all IT operations.

* Manage the overall strategic planning and operations budget for Connected Enterprise. Collaborate with Product Management, Engineering, and Business teams for defining a roadmap to deliver high-performance, reliability, scalability, and cost optimization. Maintain alignment with business objectives.

* Establish innovative vendor/supplier management processes and partner with key suppliers to stay on top of technological advances.

* Partner with Sales, Contracts, and Legal teams to structure standard production SLA terms for client contracts.

* Create a common production support MOS for all Connected offerings that is aligned with SBG offerings and Tier-1 application support provided by the SBGs.

* Create and enforce a framework for policy and procedural compliance.

* Create a work climate that fosters and encourages innovation and continuous improvement.

* Manage infrastructure and operations for cloud, on premise, and hybrid environments

* Establish an operational framework to manage infrastructure based on public, private, and hybrid cloud architectures, which will serve as a best-practice for all IT organizations within Honeywell.

* Own the overall application deployment and complete service lifecycle, including performance, monitoring, availability, and rapid issue resolution. Establish SLAs for problem and ticket resolution.

* Drive automation efforts to continually increase operational efficiency and quality. Optimize and manage hosting, software, infrastructure, and service costs across all platforms.

* Evolve and refine hosting environments for efficiency, scalability, security, and maintainability.

* Implement a robust business continuity template, including a comprehensive risk assessment and crisis management plan.

* Work with service providers and vendors to recommend equipment/service purchases and technologies to meet business objectives.

* Ensure that the Operations team members have the proper resources, training, and tools to accomplish their assigned tasks and objectives.

* Use AI and other tools to increasingly rely on Self-diagnosing SW to prevent breakdowns in business continuity. Have a comprehensive DR plan fully implemented.

* Manage Production Support for Honeywell Sentience and all Connected Applications

* Implement a streamlined MOS for seamless resolution of issues across all SBG support teams and the Production Support team.

* Aggressively automate the internal support mechanisms and eliminate response delays for resolving ongoing support tickets to meet the SLAs.

* Set up KPIs that reflect customer experience more than internally-focused operational metrics. Demonstrate this trend with business growth, NPS scores, and referrals.

* Collaborate with all stakeholders, including IaaS/PaaS suppliers, software vendors, and internal engineering teams for rapid resolution of customer issues.

* Proactively monitor and notify front-end support teams and customers of issues that could impact end-user experience.

* Work with customers to develop SLAs and set aggressive goals to exceed those targets.

* Publish a roadmap for IT initiatives to improve service delivery, cost, and response times.

40
Drive operations strategy and support process alignment with all Honeywell’s Business Groups

30
• Manage infrastructure and operations for cloud, on premise, and hybrid environments

30
• Manage Production Support for Honeywell Sentience and all Connected Applications

You Must Have:

* Bachelors, Masters, or higher Degree in computer science, computer engineering, or information technology

We Value:

* Strong experience in software engineering and/or IT management.

* Strong leadership and line-management experience, including building your own teams and growing them.

* Strong experience in SaaS development and/or delivery environment

* Experience managing agile, open source, and heterogeneous environments at scale

* Previous hands-on experience in product management and software product development to support customers’ needs from a product and service-user perspective.

* Demonstrated management and leadership skills in large organizations, dealing with large business ecosystems.

* Strong technical operations and software development leadership experience directly managing SaaS operations

* Demonstrated ability in running and scaling all aspects of SaaS products, including: deep knowledge of infrastructure, global scaling, high availability, security, release practices

* Ability to work well with multiple teams, demonstrating a collaborative and service driven approach to stakeholder partnerships.

* Strong influence skills at the senior leadership level.

* Demonstrated ability to lead teams of highly-skilled technology professionals and develop deep working relationships with peers and executive management.

* Proven success demonstrating an entrepreneurial spirit to deliver innovative and revolutionary programs and service offerings.

* Demonstrated success building, designing, launching and supporting new product programs.

* Strong work ethic and resourcefulness; a self-starter who acts with initiative

* Global mindset and experience.

How Honeywell is Connecting the World

INCLUDES

* Continued Professional Development

* * ADDITIONAL INFORMATION

* Job ID: HRD39017
* Category: Engineering
* Location: 715 Peachtree Street, N.E., Atlanta, GA 30308 USA

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

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