Applications Production Support Lead

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.

This is a fully remote position, allowing you to work from anywhere within the United States. However, candidates must be willing to travel periodically for in-person meetings and team events.

Essential Duties and Responsibilities:

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. 

Education and Experience