Application Lead/ Application Development and AMS

Key Responsibilities

• Provide Level 2 / L3 production support for Global Supply Chain and Manufacturing applications
• Manage a support team across multiple geographies
• Help to manage overall prioritizations between production incidents/problems, release management, upgrades, and new application implementation, against established SLAs
• Track and report on metrics for tickets assigned to and handled by the Application Support team;
• Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction;
• Lead and triage incidents and service requests assigned to team queues in SNOW and JIRA;
• Track progress of assigned tickets with a focus on meeting delivery deadlines and SLAs;
• Develop knowledge management database for employee self service of incidents, and knowledge transfer for offsite support team;
• Balance the workload of service requests and the headcounts of support team.
• Conduct monthly meetings with customer stake holders and support team for monthly support status update.
• Build and manage the IT Application Support Teams roadmap
• Plan and ensure timely housekeeping and coordinate with the infrastructure maintenance teams to support Application health
• Conduct research to identify new technology trends and customer needs
• Promote the companys products / services addressing or predicting clients objectives

Requirements

• Process and typical application landscape understanding in Supply chain, R&D, Manufacturing expertise in Cosmetics / Pharma / Client industry
• Ability to work with client senior leadership in strategic discussions in areas of R&D, manufacturing, distribution and potentially identify new opportunities
• Ability to collaborate with sales team to create contracts, pricing and work with client VMO team to get them approved
• Based in NY-NJ area and ability to work out of client offices in Long Island City, Queens, NY 2-3 times a week
• Facilitate a strong team environment, support and guide staff in goal setting, career path planning and skills development.
• Interview, hire and train employees and contractors.
• Highly motivated and self-directed individual with the ability to drive continuous improvement
• Minimum 12 years of related experience, preferably at a Cosmetics or Pharma company
• Strong capacity to build and work with teams and collaborate across functions and breakdown silos.
• Strong business results orientation to understand business needs and deliver value and high-quality results.
• Strong problem-solving skills and experience performing cause and effect analysis.
• Strong organizational, problem-solving, and analytical skills.
• Must be well-organized and able to work on and manage multiple concurrent projects.
• Manage administrative tasks in relation to team members (time sheet approvals, Personal/Vacation requests, budget requests);
• 10+ years of corporate IT application support management experience working with offsite support teams for different business applications.