People Management
- Manage and Mentor a team of application support analysts and partner with Operations Analyst to support Warehouse Applications
- Coordinate team activities based on priority and urgency and drive a productive way of working across functional areas.
- Provide advanced technical support for complex application issues & root cause analysis.
- Act as 1st layer of escalation to support CSMs and Operations Lead
- Escalate issues to & from external Capability & Sector Deployment teams, as necessary.
- Identify opportunities for process improvements and work with the team to implement changes to enhance efficiency and customer satisfaction. Stay updated on industry trends and advancements in application support technologies.
E2E Service Management & SLAs
- Review of the service reports in accordance with SLA agreements partnering with the CSM
- Drive standard support processes and best practices to enhance service quality partnering with external Capability teams guidance
- Act as a liaison between DP&A Sustain & Operations teams to reduce obstacles and improve visibility on external risks
- Act as a liaison between Capabilities & Sector Deployment teams to escalate and reduce global risks or respond to priority incidents (MIMs)
- Own the Operations Incident, Problem and Risk backlog and work with Product Managers to review, approve, prioritize and schedule ongoing improvements through planned Change & Release records within ServiceNow
Transition to Sustain
- Plan and monitor smooth transition of applications from Hypercare to Production Support (Transition to Sustain).
- Partner with Engineering Teams Release Manager to review Hypercare Checklist
- Drive the audit and alignment of the Hypercare Checklist and confirm completed successfully with Customer Success Manager before accepting application
Strategy & Planned Maintenance
- Review the strategy and planning of system maintenance and updates aligned with global/sector planned downtime calendars
- Review impact and assessment of all planned maintenance across applications and shared capabilities alerting teams of future changes
- Review all vendor management agreements & partner with Software Asset management to resolve issues or improve relationship
- Ensure planned service requests are executed by partner Capability teams in a timely manner to prepare future deployment readiness across all environments
- Drive a yearly Technology Lifecycle Management Capability Roadmap support future growth to gain AOP alignment & approval
Communication and Reporting
- Review and validate Service Level reporting meets SLAs
- Celebrating success with SMILES awards or providing positive feedback to vendors & peers
- Assist in the data capture and validation for Executive Summary reports on Sustain & Operations team standard KPIs using dashboards
- Share bright and hot spots with Sustain Lead that require celebration or attention
Qualifications
- 10-12 years of operations support and incident management with experience creating ITSM metric reports & service improvement plans, working with cross-functional teams in a highly matrixed environment, or relevant experience in a technological function
- Minimum 3+ years of leadership and /or influencing experience
- Familiarity with Supply Chain Workflows to understand Business impacts when unplanned outages or critical issues arise
- Experience in planning and executing product transitions to sustain methodologies and driving standard processes across the organization
- Strong knowledge and experience in agile methodologies, experience working with multiple scrum teams on simultaneous builds
- Strong experience driving and iterating products and highly technically integrated environments
- Bachelors Degree.
Technical Expertise Required:
- Experience in configuring workflows, automation, and platform customizations.
- Ability to diagnose and resolve configuration issues across different Supply Chain applications and provide, delegate and carry forth tasks to drive solutions
- Service Now ITSM Incident Management & Reporting
Experience:
- Excellent communication skills, both verbal and written, along with the ability to influence and demonstrate confidence in communications with senior level management.
- Positive and flexible attitude to enable adjusting to different needs in an ever-changing environment.
- Strong leadership, organizational and interpersonal skills; comfortable managing trade-offs.
- Proactively drives impact and engagement while bringing others along.
- Ability to lead others without direct authority.
- Experience working with ADO & ServiceNow
