About the role:
Own production support for Cloud Enterprise Resource Planning (ERP) clients. This is a delivery role, not a project role, focused on the ticket queue, the service level agreement (SLA), and the client relationship.
Responsibilities
- Run production support on a 24x5 coverage model
- Manage a high volume ticket queue and keep it moving
- Meet the SLA, including 4 hour resolution on urgent and critical tickets
- Report service performance to client leadership, up to Chief Information Officer (CIO) level
- Use AI tools to improve triage, resolution time, and reporting
- Travel to client sites 40 to 50% of the time
Qualifications
- 12+ years in ERP support, with 5+ years in service delivery or AMS management
- Hands-on Cloud ERP experience, Oracle Fusion preferred
- Proven track record against strict SLAs
- Strong executive communication skills
- Familiarity with IT Service Management (ITSM) tools such as ServiceNow or Jira
- US based and able to travel
Rate:
Not specified
Location:
United States
IR35 Status:
Outside
Remote Status:
Remote
Industry:
IT
Seniority Level:
Senior