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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.