Applications Production Support Lead

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