IT Support Associate - Level III at CUMMINGS INC

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

16 Jul, 26

Salary

0.0

Posted On

17 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident management, Hardware troubleshooting, Server support, Manufacturing IT, Technical documentation, Vendor management, Six Sigma, Continuous improvement, Tanium, Antivirus, WSUS, Macrium, SOTI, Device lifecycle management, Analytical skills, Mentoring

Industry

Motor Vehicle Manufacturing

Description

The IT Support Associate – Level III (Manufacturing IT) works independently with limited supervision to provide advanced operational and production IT support across Cummins Manufacturing locations in the India region. This role ensures the effectiveness, efficiency, accuracy, and availability of IT systems and end-user devices. The associate manages incidents and service requests, supports manufacturing hardware, servers, and applications, coordinates with vendors, mentors junior associates, and drives continuous improvement initiatives while collaborating across teams and regions. Key Responsibilities Incident Management & End-User Support * Provide end-user IT support for manufacturing systems across Cummins manufacturing locations in India. * Create, track, monitor, and resolve incidents using the Incident Management system until closure. * Respond to user support requests and engage end users to understand and diagnose issues. * Troubleshoot hardware, software, compliance tools (Antivirus, Tanium, SOTI, Macrium, WSUS), and first-level network issues. * Provide remote or on-site support based on issue severity and operational needs. * Follow up with end users to confirm resolution and satisfaction prior to closing incidents. * Analyze incident trends and perform root cause analysis for recurring issues. Service Request Management & Device Lifecycle * Manage deployment, configuration, re-assignment, and surrender of Cummins Manufacturing Devices (CMDs). * Format and configure new manufacturing devices per approved service requests. * Install and configure compliance and security tools such as AV, Tanium, WSUS, and Macrium. * Coordinate device re-assignment activities, ensuring data backup, formatting, and reconfiguration. * Inspect surrendered devices for damage and completeness before formatting. * Support hardware shipment activities including depot management, inventory updates, packing, NPDN creation, docket booking, e-waybill generation, and coordination with vendors and end users. Server & Major Incident Support * Support server hardware and hosted manufacturing applications. * Participate in major incident management and resolution activities. * Coordinate and guide remote teams during server-related troubleshooting efforts. General IT Support & Continuous Improvement * Perform IT production support and independently resolve hardware and application issues. * Install, configure, and disposition IT hardware and applications according to standards. * Create and maintain technical documentation, SOPs, and support processes. * Train and mentor less experienced IT Support Associates on tools, processes, and best practices. * Work with users to understand requirements and recommend appropriate hardware solutions. * Champion Six Sigma methodologies and continuous improvement initiatives. * Identify and implement service improvement opportunities. * Support additional IT responsibilities and projects as assigned. Skills & Experience * Minimum 3 years of hands-on IT support experience in a manufacturing environment. * Experience supporting industrial-grade hardware such as Advantech, Zebra, or similar devices. * Exposure to manufacturing applications such as Apriso, QDAS, or equivalent is preferred. * Strong troubleshooting, analytical, and problem-solving skills. * Experience using Incident Management systems for tracking and reporting. * Proficiency in Microsoft Office Suite. * Experience managing vendors and coordinating across cross-functional teams. * Ability to work independently and lead small projects. * Knowledge of IT lifecycle management and procurement processes. Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.

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Responsibilities

The IT Support Associate provides advanced operational and production IT support for manufacturing systems, including incident management and device lifecycle administration. They also coordinate with vendors, support server hardware, and drive continuous improvement initiatives across the region.