Director, IT Production Support

Health & Wellness: Medical, dental, vision, HSA with company match, dependent care FSA, life & disability coverage, voluntary plans, legal/ID protection, pet insurance, EAP

Financial: 401(k) with company match, annual bonus based on company performance, referral bonuses, discounts, phone allowance; field roles: travel pay, per diem, company-paid lodging, and company vehicle (if applicable)

Time Off & Flexibility: Flexible PTO for salaried roles; starting at 15 days (PTO with 2 floating holidays) for hourly roles; paid holidays, floating holidays, parental leave, bereavement leave, and hybrid/remote options

Career Growth: Tuition reimbursement, annual professional development grants, online learning resources, leadership programs, and internal growth opportunities 

Additional Benefits: Recognition programs, scholarships and educational stipends for children, company paid sabbaticals and company outings with access to local events.

Note: benefits eligibility may be based on employment status, tenure, location, or other factors

• Manage and provide direction for the application team in support of business operations.
• Interface with key stakeholders to align with business priorities.
• Partner with Director, IT Infrastructure for successful end user support, server and database management, and incident response.
• Partner with Director, IT Implementations and PMO to provide subject matter expertise and support with technology procurement and development efforts.
• Compile and maintain inventory of company software and systems assets and their corresponding contracts/agreements.
• Establish key performance indicators and optimize system performance.
• Establish and enforce SLA’s, incident response protocols, and escalation procedures.
• Manage relationships with vendors and work directly with them to rectify any problems or emergencies.
• Oversee daily operations of production support for ERP, CRM, and other enterprise platforms
• Oversee and develop reporting and analytics capabilities.
• Lead root cause analysis and resolution of system outages and performance issues.
• Keep systems updated and stay abreast of direction and functionality.
• Develop and maintain documentation and knowledge base, ensuring effective training of systems.
• Implement and adhere to good change control practices.
• Drive continuous improvement in monitoring, alerting, and automation.
• Ensure Verification and Validation of Software changes by verifying software meets requirements during IT testing and end users validate software before production installation whenever possible
• Enforce good project management practices for employees, associates, consultants and vendors including requirements for time tracking, time estimates, timelines and communication to stakeholders
• Actively identify and implement improvements to processes, tools, and workflows to enhance efficiency, quality, and business outcomes. Leverage available tools and technologies, including AI-enabled solutions, to streamline workflows, improve efficiency, and enhance outcomes.

Managerial Responsibility

• This position has direct reports. 

Travel/Shift Requirements

• This position may require limited travel to company locations, including outside of the U.S.
• Available nights and weekends to support issues supporting business operations, as necessary

Physical Demands

• The position requires sitting, standing and possibly some light lifting, less than 20 pounds.

Skills and Abilities Required

• Supply chain and logistics concepts and practices
• ERP systems, including Oracle: EBS, SOA, OBIEE, Fusion
• HRIS systems, including Oracle HCM
• Integration management and support
• Proficient with MS Office applications
• Understanding of warehouse operations
• Demonstrated experience in leading cross-functional project teams
• Ability to adjust and set priorities to meet deadlines
• Ability to effectively manage staff
• Excellent communication skills, including written, verbal, interpersonal, and presentation 
• Strong persuasion and negotiation skills, including conflict resolution skills
• Ability to work effectively in a professional manner with technology staff, business stakeholders, end users, management and others outside the organization
• Able to exercise independent judgement and act on it.
• Excellent analytical, mathematical, and creative problem-solving skills.
• Logical and efficient, with keen attention to detail.
• Highly self-motivated and directed.
• Ability to effectively prioritize and execute tasks while under pressure.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• JSP, J2EE, JavaScript, SQL+, HTML/XML, Unix/Linux experience is preferred

Education and Experience Required

• B.S. or B.A. degree in Computer Science, Engineering or related field
• MBA preferred
• Minimum of 8 years of experience in IT, including 3 years of leadership experience
• Experience leading support teams and establishing SLAs