Date Posted:

2025-08-20

Country:

Brazil

Location:

LOC6025: R ELISHA OTIS, 841, SALA 1, São Paulo, SÃO BERNARDO DO CAMPO, 09852-075 Brazil

Global CRM Sustain & Operations Lead 

As a Sustain & Operations Lead, you will be responsible for the management, quality, analysis, and lead of Global CRM system under your responsibility following the appropriate methodologies. 

The functions are: 

Provide Recommendations, Action Plans, and Status Updates to Leadership and Key Stakeholders  

Manage Key Relationships with Business and Technical Stakeholders 

Interaction with key users of the applications and Align application services with business goals to ensure efficiency and value delivery 

Continually mature Sustain & Operational/Platform processes to meet Otis needs & requirements 

Oversee the day-to-day operations of the production environment, ensuring system stability, performance, reliability & quality 

Ensuring adherence to all policies, procedures, KPI’s, SLA’s, best practices are being properly tracked & completed. Continue to enhance & mature proper tracking/adherence with vendors/teams. 

Focus, shorten & fine tune KPI’s to ensure internal teams are focused on correcting the area’s that provide most value 

Enforce/champion/leverage & expand our AI usage/capabilities in day-to-day operations with internal sustain/workstream teams (includes vendors) 

Continue to improve reports on support activities, incident trends, and system health for stakeholders 

Promote continuous improvement by identifying automation opportunities and process enhancements 

Ensure/Drive Problem Management and follow best in class practices, implementing preventive measures and meeting Otis level objectives 

Troubleshooting issues, coordinating with development teams, and implementing best practices for incident management and resolution 

Ensure/enforce the integrity, data, administration, configuration, maintenance of all Global CRM environments (non-production & production) 

Collaborate with cross-functional teams (developers, business analysts, cyber, infrastructure teams) to address complex technical challenges 

Ensure/implement production monitoring for all integration system connected to production CRM & address any monitoring coverage gaps 

Assist with new global initiatives with the Global CRM Implementation & Rollout COE team  

Lead the audit/compliance initiatives for Global CRM, working with the auditing/compliance/DR teams 

Approve /coordinate with appropriate teams/vendors on the environment server/maintenance upgrades/license management/platform items 

Ensure proper documentation for system configurations, flow diagrams, troubleshooting steps, support processes & interfaces.  

Push for automation and eliminate manual efforts. 

Ensure adherence to IT security policies, data privacy regulations, and compliance standards 

Ensure the integrity, environment synchronization, configuration, and maintenance of Global CRM environments (non-production & production) 

Oversee/enhance usage of ITIL processes such as Incident Management, Change Management, and Service Delivery  

 

Qualifications: 

5 years of experience with Microsoft Dynamics 365  

Experience in ITLM 

Experience with Microsoft Dynamics 365 Platform (Sales Module) highly preferred  

Experience with MS Azure Dev Ops (ADO) tool preferred, but not required  

Experience facilitating cross-functional workshops with key stakeholders across multiple Functional Areas and Geographic Areas   

Ability to understand and drive key decisions related to Technical Solutions based on feasibility, cost/benefit analysis, and complexity 

Strong Leadership skills and experience leading Teams 

Strong Interpersonal skills in areas related to teamwork, facilitation, collaboration, and negotiation 

Strong Project Management skills in areas related to tracking project plans, managing resources, providing status updates, etc.  

Ability to understand both the strategic ("big picture") and tactical perspectives of business problems and technical solutions  

Highly organized and analytical 

Very strong written and verbal communication skills 

Exposure to multiple, diverse Business Systems and Technologies  

Education level:  

Bachelor’s Degree in Digital Technology, Management Information Systems, Computer Science, or a related discipline, or equivalent relevant work experience 

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext! 

Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.

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