DESCRIPTION
The IT Support Associate - Level IV works autonomously to provide advanced system and network operational support, ensuring the effectiveness, efficiency, accuracy, and availability of IT resources for end users. This role involves diagnosing and resolving complex IT issues with mínimal supervision, managing incidents and service requests, and proactively identifying opportunities for service improvement. The associate collaborates closely with cross-functional teams, coaches and develops less experienced IT Support Associates, and supports continuous improvement initiatives aligned with Cummins values and Six Sigma methodologies.
Key Responsibilities
- Provide IT production and operational support for assigned areas in accordance with documented processes and standards.
- Diagnose, troubleshoot, and resolve complex hardware, software, and network issues with little or no direction.
- Support and troubleshoot enterprise network environments including switches, routers, firewalls, MPLS, VPNs, and SD-WAN solutions.
- Manage incidents and service requests using the Incident Management system; ensure accurate logging, timely resolution, and customer confirmation upon closure.
- Proactively identify potential system or network issues, analyze trends, and recommend preventive or corrective actions.
- Maintain and update process documentation, standards, and technical knowledge repositories.
- Analyze operational data to identify recurring issues and drive continuous improvement initiatives.
- Train, coach, and mentor less experienced IT Support Associates; identify training needs and development opportunities.
- Supervise and guide contract resources as required.
- Champion the use of Six Sigma and continuous improvement methodologies to reduce costs and improve service quality.
- Identify opportunities for service improvements, engage customers, and raise change requests for assessment when appropriate.
- Collaborate effectively with internal stakeholders a
📌 IT Support Associate (Pune)
🏢 Cummins
📍 Pune