IT Engineer

Job Summary (Overview of Position):This position is responsible for ensuring the Service Level Agreement (SLA) compliance of the Plant Floor System and maintaining adherence to security control standards in assigned areas. It also serves as a liaison between departments within the plant and drives continuous improvement initiativesOperating Network:• Internal:Ford Motor Company employees (FVL & Regional / Global) • External:Ford Dealers, Business Partner/Contractor and Vendor Key Roles & Responsibilities:1. Renewal/procurement• Interact with suppliers and others within systems engineering communities to implement-support and run procurement of infrastructure renewal processes (PC, server, network, voice…)2. Helpdesk/Support end users and Plant Floor System/SLA• Manage the availability of the infrastructure (e.g. hardware, systems software, operating systems, storage...) for the business customers as per the agreed SLA.• Be the first level of contact for the business customer Incidents.• Coordinate with the central support teams to get the right level of support required for the customers.• Make sure the customer infrastructure incidents are managed and resolved in the stipulated SLA.• Responsible for supporting the infrastructure verticals like Deskside services/Networks/Voice/Server/Printer/PC/Storage-Backup/Office Facility and datacentre.• Manages and leads escalated support and problem resolution activities for system hardware, software, and/or operating systems.3. Change Control/Operation/Maintenance• Develop, maintain, and upgrade local applications/ tools based on business requirements.• Report the metrics for the infrastructure components on Availability/Capacity/issues/risks/scalability.• Be the hands and feet support for the global teams in fixing issues and changes.• Work closely with the other teams for any planned and unplanned outages/ changes in the local infrastructure.4. Support project-implementation• Implement-support and run procurement of infrastructure, application launch/upgrade.• Support Implement next versions for existing operating systems, system software, hardware, and/or tools within current architecture.• May interact with suppliers and others within systems engineering communities and may influence the direction of technologies.5. Processes/procedures/guidelines• Responsible for improving the services by continual improvement process.• Provides technical mentoring to team members.6. Security Controls• Ensures that appropriate security and controls are instituted within department (e.g., GRC, audit follow-up)• Develop support guidelines, processes, and procedures for operation.