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and effective resolution of Level 3 incidents and problems.\n\n- Manage and schedule 24x7 third-line support coverage.\n\n- Monitor system performance proactively and apply corrective and preventive actions.\n\n- Escalate and manage critical incidents, coordinating closely with vendors and internal teams.\n\n- Develop, implement, and maintain disaster recovery and business continuity plans.\n\nOrganizational Context :\n\n- Manager(s) Job Title: Global IT Director WMS Center of Excellence.\n\n- Number of Direct Reports: 6 to 8 (support analysts).\n\nKey Working Relationships :\n\n- Frequent interaction with internal stakeholders, including Testing & QA Manager, Development Manager, Functional Architects, and Product Owners, Level 2 support.\n\n- Regular liaison with external vendors for system maintenance and issue resolution.\n\n- Periodic engagement with senior management for updates and alignment on support processes and incidents.\n\nResource Management:\n\n- Manages support team personnel, infrastructure resources, and tools necessary for operational support.\n\n- Oversees budgets associated with maintaining operational stability and system availability.\n\n- Responsible for effective resource utilization and continuous improvement of support processes.\n\nRequirements :\n\n- Bachelor's Degree in IT, Computer Science, Engineering, or related discipline.\n\n- Minimum 7 years experience in IT support management.\n\n- Proven track record of managing 24x365 global support teams at a 3PL.\n\n- Proficiency in Manhattan Active WMS/OMS, API & EDI structures, and troubleshooting.\n\n- Strong understanding of ITIL processes and service management.\n\n- Proficiency in system monitoring tools, issue tracking systems, and support management platforms.\n\n- Desirable: ITIL Certification or similar IT service management certification.\n\nSkills\nProduction Support, Applications Support, Manhattan Active, ITIL, WMS, OMS, EDI, API, IT Operations, Technical Support, 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