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Applications Production Support Lead

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

United States

Offer summary

Qualifications:

Proven leadership experience in IT applications, Experience with SAP S/4 HANA or Salesforce is a plus, Project management and agile methodologies experience is preferred, Strong problem-solving and organizational skills, Attention to detail and high-quality work commitment.

Key responsabilities:

Lead global production support team for key applications
Develop production support metrics and oversee incident resolution processes
Manage stakeholder engagements and coordinate system downtime
Ensure compliance with audit controls and manage change processes
Optimize team capacity and prioritize minor enhancements

Neogen Corporation Biotech: Biology + Technology Large https://www.neogen.com/

1001 - 5000 Employees

See more Neogen Corporation offers

Job description

It's fun to work in a company where people truly believe in what they are doing!

We are seeking an Applications Production Support Lead to join our global IT team. In this role, you'll play a pivotal part in ensuring the smooth operation and support of our key global applications, including SAP S/4 HANA, Salesforce, and ACE eQMS. The ideal candidate will possess strong leadership skills, a keen attention to detail, be metrics oriented, and have the capacity to build effective relationships with cross-functional teams and stakeholders to resolve issues promptly, effectively, and to root cause.

Leadership & Team Management:

Lead the global production support team for SAP S/4 HANA, Salesforce, ACE eQMS, and other applications to ensure efficient issue resolution and support. Provide guidance, coaching, and support in addition to career conversations.

Organize regular meetings with IT and non-IT counterparts/stakeholders to manage incidents, minor enhancements, and sprint work, clearly outlining goals, challenges, and the path forward.

Stay current with industry trends to drive ongoing improvements in production support processes.

Foster a culture of continuous improvement within the team by encouraging feedback, innovation, and the sharing of best practices.

Incident Management:

Develop and publish production support metrics and dashboards, providing analysis on key performance indicators such as incident trends, adherence to SLAs, and first-time resolution.

Oversee incident resolution processes, including ticket triage, ensuring timely and effective handling of complex, cross-functional issues. Monitor open incidents and escalate as appropriate.

Coordinate root cause analyses (RCAs) for rollbacks or recurring incidents and work with the team to implement solutions.

Suggest resolutions in areas with recurring issues, manual work, and stakeholder pain points via enhancements, training, system optimization, or cross-functional communication.

Proactively communicate fluctuations in team capacity based on incoming incidents.

Stakeholder Engagement:

Develop a deep understanding of Neogen business processes and support needs through collaboration and regular engagement with key stakeholders and business process owners.

Lead regular meetings with key stakeholders and super users to discuss the system health, enhancement priorities, incidents, and business direction. Publish release notes for sprint deployments.

Coordinate and communicate planned and unplanned system downtime windows with the technical team and business stakeholders to ensure minimal disruption to business operations.

Capacity Management:

Manage team capacity to ensure efficient handling of incidents and that minor enhancements are prioritized with application leads and business process owners.

Coordinate with project leads on overall book of business, understanding organizational objectives, enhancement portfolio, and capacity estimates for those items to make recommendations for the production support team to take on.

Security & Audit Controls:

Manage the change control process, coordinating with team members on Change Advisory Board approvals, approving transports in RevTrac, and coordinating sprint deployments.

Ensure all audit controls and security protocols are followed and coordinate evidence preparation and deficiency remediation with internal and external audit.

Experience:

Proven experience in a leadership role within a production support or IT applications team

Project management experience, experience with agile methodologies is a plus.

Strong problem-solving skills with the ability to facilitate resolutions for complex functional and technical issues.

Excellent organizational, communication, and interpersonal skills.

Strong attention to detail and a commitment to delivering high-quality work in a fast-paced and dynamic environment.

A global and agile mindset with strong customer focus, self-motivation, and internal drive.

Experience with SAP S/4 HANA or Salesforce is a plus.

Naturally curious with a love of learning and demonstrated application of new knowledge.

Come Be Part Of A Mission that Matters!

From inside the farm gate to our dinner plates, Neogen protects the world’s food supply. Through a variety of animal healthcare products, to food safety solutions for dangerous bacteria, allergens, toxins, drug residues and much more, Neogen is there — and you can be too.