On-Site Support Engineer - IT - Mobility & Services Group (PA, Pittsburgh)

Moving Mobility Forward Aptiv is making mobility real. We're at the forefront of solving mobility's toughest challenges. We have the people, experience, know-how and confidence to turn ideas into solutions. Solutions that move our world from what's now to what's next, while connecting us like never before. To us, nothing is impossible when you have the people with the passion to make anything possible. Mobility has the power to change the world, and we have the power to change mobility. Join our Innovative Team Want to do more than just imagine the ways our world will move tomorrow? Here's your opportunity. Join the technology company that's transforming the future of mobility today. About Aptiv Aptiv is a global technology company that develops safer, greener and more connected solutions, which enable the future of mobility. Headquartered in Gillingham, England, Aptiv has 147,000 employees and operates 14 technical centers, as well as manufacturing sites and customer support centers, in 45 countries. Visit aptiv.com About this position The role of the On-Site Engineer position is to ensure effective, integrated IT service for assigned sites. This position is responsible for managing the delivery of day-to-day Aptiv operational support and end-to-end management of minor enhancements working with IT staff and service provider resources. The site-specific services include integrated applications, hosting, end-user computing, network and security services. This position will work closely with the Service Delivery Manager in maintaining effective working relationships with the local business clients at the site, country, and region levels. To match the ongoing business needs of our clients and achieve a higher degree of client intimacy, this position will support the establishment and execution of a performance management capability that delivers the right level of IT and client collaboration to solve performance outages and deliver required business capabilities. Responsibilities and duties Primary responsibilities of this position relate to supporting critical hands-on delivery of services locally with the assistance of service providers who are responsible for the other hands-on delivery of services, for developing and maintaining client relationships locally, and for managing requests for minor enhancements. The individual who fills this role is responsible for managing outcomes and results, improving the overall delivery of IT services, and for enhancing our clients' use of enabling technologies. The responsibilities for this position include:

• Support integrated IT services for their assigned sites, working with service providers’ resources such as End User support issues on laptops, software, phones Local support of Hosting as needed such as servers, storage, and routers as directed Understanding of cloud based hosting and ability to troubleshoot and communicate with service providers for resolution
• End User support issues on laptops, software, phones
• Local support of Hosting as needed such as servers, storage, and routers as directed
• Understanding of cloud based hosting and ability to troubleshoot and communicate with service providers for resolution
• Understand, for each business unit, what their overall business plans are and the role each site has in achieving those objectives
• For each critical system at a site, understand the business requirements and manage the delivery of services to meet expectations
• Work with the Service Delivery Manager to develop strong collaborative IT, supplier and business working relationships to ensure effective IT services
• Engage IT strategic teams to manage business client operational escalations
• Associate each of the IT responsibilities to a client’s business objectives for the site, country, and region
• Establish and maintain regular communications with business clients regarding local IT service activities
• Support site incident management, communication to IT and business leadership, status reviews, root cause analysis activities and follow-up actions.
• Manage each incident to its successful conclusion following the performance management framework
• Work with Supplier and Service Management to ensure that IT service providers are performing to contractual deliverables at the sites.
• Assist the Service Delivery Manager in managing Service Requests and Managed Requests, including request initiation, requirements, approval, prioritization, scheduling and execution
• Assist the Service Delivery Manager in maintaining the demand forecast for Service Requests and Managed Requests
• Manage business escalations to resolve IT operational issues and incidents and business client complaints
• Prioritize IT services work within the assigned sites and keep a working log of top issues and status
• Ensure effective IT change management execution, following the ITIL framework and Aptiv standards and processes, including coordination of local maintenance windows and IT Solution Delivery scheduling considerations
• Understand the local and regional legal requirements and, on behalf of the client, assist the Service Delivery Manager for the execution of queries, audit, and other formal governance processes
• Provide local support for Business Continuity and Disaster Recovery Planning, coordination and testing activities, as requested
• Work with service providers for effective problem management activities
• Support other IT teams with local insights into service delivery performance, recommendations for improvements and execution of agreed actions
• Analyze the metrics provided by the suppliers for service delivery effectiveness, as required by the underlying contract and Client Satisfaction Surveys, and as otherwise appropriate; recommend improvement actions
• Develop and deploy local IT service improvements according to global best practices
• Actively participate in the IT Challenge process
• Align relevant IT services with the needs of the business and work to continuously improve the quality and cost of services delivered