Systems Support Lead

Job Description

JOB TITLE : Systems Support Lead **

LOCATION : Fareham

WORKING HOURS : Monday to Friday 37.5 hours per week, 08.30am to 4.30pm – Office based role

A brighter future awaits you**

At CooperVision, we are proud to be the global leader in contact lenses. At our innovative sites worldwide, we manufacture and distribute contact lenses to some of the biggest names in optics. We’re all about creating brighter futures for our customers, our wearers and our people. **

What can you expect from us as an employer?**

Well, we like to look at things a little differently. We call it bringing a refreshing perspective. And for every one of us who works here, it means our opinion really counts, we get to share our ideas, and we get to make an impact.

We’re big on belonging. Because being part of something great is what makes our company the best it can be. And we value diversity, because you can see a whole lot more when you have different perspectives. We’re an ambitious company. And to help us achieve our goals, we’ll give you all you need to achieve yours. **

What will you be doing?**

We have an exciting opportunity for a Systems Support Lead to join our IT Operations Systems team on a permanent basis. This is a great role where you will be responsible for the successful support and maintenance of business-critical Distribution and Packaging Systems at Delta Park and Mountpark. You will do this by directing a team of 6 systems support specialists and working closely with the operations business teams to ensure optimal system productivity and availability and maintain relationships with other IT verticals for support. **

Responsibilities**

• Responsible for overall staffing, planning, training and employee relations of assigned employees. Completes employee performance assessments, track employee’s performance and prepares performance reviews annually. Identifies and addresses development needs for individuals and the group as a whole, providing training and coaching as appropriate.
• Oversee, schedule and direct work activities for incumbents, prioritizing and managing workload(s).
• Document and manage system support procedures and ensure compliance.
• Ensure effective flow of communication to team members.
• Serve as point of escalation for System Support team members.
• Ownership and main point of contact for daily system support activities.
• Propose and follow through on implementation of operational system improvements.
• Manage critical incident response and post incident review.
• Daily support of Distribution and Packaging systems operating at Delta Park and Mountpark.
• Resolve systems production issues and investigate root cause.
• Maintain up to date knowledge on WMS (JDA), ERP (Baan), WCS (Knapp), GPS and all other ancillary systems.
• Provide input to optimize and maintain performance of systems.
• Provide KPIs to Distribution Systems Mgr on service desk tickets.
• Ensure incident SLA response times are met.
• Work with the local BSA in testing and developing new changes and process improvements.
• Ensure up to date systems documentation and SOPs.
• Partner with other IT verticals (Database, Networking, Servers) for investigation of any on-going problem management of Distribution and Packaging systems.
• Be available as a first point of escalation in the event of an out of hours emergency.

Qualifications

What are we looking for?

We would like you to have the following experience:

• Technical support/Help Desk experience is essential.
• Previous leadership experience of a team of people is essential
• Prior experience working with Baan, JDA, and/or other ERP, WMS, WCS or Packaging systems is a plus.
• Experience in Distribution or Packaging business processes.
• Ability to train, guide and effectively lead team members.
• Windows & Linux and client/server network environments.
• Advanced SQL/Oracle knowledge is desirable
• Ability to prioritize demands for business-critical systems.
• Demonstrates high level of integrity, emotional maturity and leadership skills; must exhibit strong prioritization, organizational skills and team building skills.
• Ability to communicate effectively with management, and team members.
• Excellent analytical problem-solving skills.
• Ability to complete detail-oriented tasks.

Travel

• Whilst your office base is in Fareham there will be a requirement to work at our MountPark site, Southampton from time to time

What do we offer?

You’ll receive competitive compensation and a fantastic benefits package including; 25 days holiday, pension scheme, healthcare cover, life assurance, access to our Wellness Platform to support you in mental health and wellbeing, a discounted contact lens scheme and much more. **

What is important to us?**

Our four values define and underpin our unique culture; we are dedicated , we are inventive , we are friendly , and we are partners . Becoming part of the CooperVision family means joining a friendly team that’s open, flexible, and respectful of each other’s differences, working together to achieve something amazing.

Recruiting, retaining, and promoting a diverse mix of employees is core to our success. It helps bring different perspectives, diverse conversations, and new ideas to the table, all of which are incredibly valuable.

At CooperVision we celebrate, not only our company success, but we celebrate who we all are individually, and we embrace diversity. We support and we encourage you to bring your full self and not just part of you. We are committed to each individual and we look forward to a Brighter Future together.

If you like what you see, take the first step towards your brighter future and apply today. All suitably qualified applicants will receive equal consideration and opportunities from CooperVision. **

About Us**

CooperVision is a global leader in the contact lens industry, dedicated to helping improve the way people see every day. Achieving that goal takes the collaboration of team members with wide-ranging skills; from scientists and researchers, to manufacturing and operations experts, to sales and marketing professionals.

At CooperVision, our effort to improve lives begins with our employees. We are committed to developing people as a key global differentiator and our most important asset. We empower employees to succeed, rewarding great thinking and hard work with competitive pay, comprehensive benefits, and with a special focus on wellness. Our commitment to our core values and a diverse, inclusive, employee-centric culture fuel a deeply engaged, high performing organization.

CooperVision employees pride themselves on being proactive, innovative, flexible and friendly. That’s a strong reflection of our corporate culture—and part of the reason CooperVision may be a great workplace for you.