Digital Operations Specialist

KONE Technology and Innovation Unit (KTI) is where the magic happens at KONE. It's where we combine the physical world – escalators and elevators – with smart and connected digital systems. We are changing and improving the way billions of people move within buildings every day. We are on a mission to expand and develop new digital solutions that are based on emerging technologies.

KONE’s vision is to create the Best People Flow® experience by providing ease, effectiveness and experience to our customers and users. In line with our strategy, Sustainable Success with Customers, we will focus on increasing the value we create for customers with new intelligent solutions and embed sustainability even deeper across all of our operations. By closer collaboration with customers and partners, KONE will increase the speed of bringing new services and solutions to the market.

R&D unit in KTI is responsible for developing digital services at KONE. It’s the development engine for our Digital Services such as KONE 24/7 Connected Services,  Office Flow and Partnership Ecosystem.

We are looking for a Digital Operations Specialist to manage and support the KONE Remote Monitoring Device & Application related operations across different countries. The primary focus will be to effectively support the operational activities and managing the device operations activities performed by Partner team to ensure smooth execution of daily activities understanding the Infra and overall landscape.

Work closely with product team, frontlines, telecom providers, ensuring the alarm phone connectivity and related operations. The ideal candidate should have technical expertise in cloud services, telecom network technologies, and the ability to ensure smooth device operations.

Role description:

• Maintain technical expertise of the KONE Remote Monitoring physical and application layers
• Enable up-to-date documentation of configurations, and runbooks
• Hands on working on ticketing tools (SNOW, Jira)
• Ensure SLA and KPI adherence according to service management practices
• Own and manage the device operations activities performed by Partner team to ensure smooth execution of daily activities understanding the device functionalities and infra
• Implement automation tools/scripts to streamline operations and reduce manual efforts
• Support where appropriate global and local business units in complex and often cross-technology troubleshooting, on-site and remotely
• Collaborate with multiple partners, Super Users, Front Line and support teams for issue investigation and resolution
• Identifies the possibility of proactive monitoring and other measures for Service stability
• Lead Problem Management operations
• Work closely with Ops Manager for Service Improvement actions, such as service status reporting, and continuous development of agile and DevOps way of working.
• Maintain understanding of global and local process utilized by end-users located in several countries
• Represent KRM solution in cross-teams technical troubleshooting exercises, including high-priority taskforces, complex investigations, and future technology deployments.
• Collaborate with Product Development team, Database Administrator and other technology leads to always fix, improve and roadmap the future of our solution.

Education:

• Bachelor’s or Masters degree in Electronics or Telecommunications, or a related field.

Required skills and experience:

• Minimum professional experience 6+ years and proven experience in supporting distributed solutions
• MS SQL and cloud database hands on
• Azure cloud (preferred) or AWS Infrastructure Management
• Knowledge of integration technologies
• Experience in Incident, Request and Change Management activities
• Experience with reporting, monitoring and automation tools and technologies
• Proven experience in working with tickets (incident & request), SLAs, KPI tracking
• Collaboratively working with partners
• Excellent problem-solving and troubleshooting skills.
• Excellent stakeholder’s communication skills (both written and verbal) and working with virtual teams
• Experience and knowledge on working in a Lean & Agile team
• DevOps concept/ related tool experience

Nice to have

• Java, ActiveMQ basics

We offer

As KONE is a global leader in the elevator and escalator industry, this is a key role and a great opportunity to build the future cities through improving how people live, work and play in the cities and to help us continue innovating and making magic happen also in the future.

You will be working with highly dynamic teams significantly investing time and effort on how we develop services and solutions. You get a chance to work with and participate in further developing products that are used by billions of users daily. Products that are widely recognized for their quality and innovation.

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on www.kone.com/careers