{"id":4156856,"url":"https://alion.io/job/vertiv-sr-manager-global-erp-support","title":"Sr Manager Global ERP Support","company":{"id":58885,"name":"Vertiv","domain":"vertiv.com","url":"https://alion.io/company/vertiv","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":83,"open_postings":461,"ghost_share":0.002,"stale_share":0.874,"repost_share":0.004,"time_to_fill_p50_days":16,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Oracle ERP","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-11-12T07:27:56Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T10:52:57Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Role Statement:\nThe ERP Second Level Support (RUN) Department Head is accountable for ensuring the stability, quality, and continuous improvement of the global ERP platform, acting as the senior functional reference point for incident resolution, solution design, and knowledge management across all regions and time zones.\nThis role owns the end-to-end operational effectiveness of the ERP Second Level Support function, operating through a Follow-the-Sun model to deliver 24/7 continuous support coverage. The Department Head develops functional expertise on ERP processes, ensures effective issue resolution, user support, and continuity of operations across large and standard orders, while driving SLA compliance, backlog health, and proactive incident management.\nAs a key member of the ERP leadership team, this role partners with Triage, ERP Product Specialists, ERP Product Owners, and the ERP Tech Factory to ensure seamless escalation paths, cross-functional coordination, and a culture of continuous improvement aligned with the organization’s Run, Enhance, and Converge operating model.\nKey Duties\nIncident & Service Management\nTake ownership of tickets escalated from Triage and ensure thorough management of request and resolution across all ERP modules and geographies.\nImplement functional fixes and workarounds, validating solution effectiveness with key business stakeholders.\nEnsure SLA compliance and manage backlog health and high-severity items proactively, including structured ticket handover in the Follow-the-Sun model.\nManage the resolution of tickets related to large orders impacting business operations, coordinating with module experts when required.\nAct as the primary escalation point for critical incidents, ensuring appropriate involvement of third-level support (ERP Tech Factory) when required.\nRoot Cause Analysis & Continuous Improvement\nPerform deep functional and business-process analysis to identify root causes of incidents and recurring issues.\nDefine corrective actions and drive preventive measures to reduce recurring incidents, improving process stability.\nIdentify, analyze, and assess recurring incidents and ticket patterns across ERP modules, driving structural remediation to prevent recurrence.\nDefine and prioritize module enhancements, evaluating business impact and aligning with the ERP roadmap and release cycles.\nSupport regression, UAT, and hypercare testing to ensure operational readiness for releases.\nTeam Leadership & Follow-the-Sun Coordination\nLead and develop the global ERP Second Level Support team (47 FTEs), including Shift Managers, Domain Heads, Senior Analysts, and Junior Analysts across 5 coordinated time-zone shifts (AMER West, AMER East, EMEA, India, Philippines).\nEnsure seamless shift handover and uninterrupted end-to-end ticket continuity across time zones.\nProvide functional guidance to Shift Managers and Senior Analysts to ensure consistent, high-quality resolution of module-related tickets.\nDrive team performance, fostering a culture of ownership, accountability, and continuous learning.\nParticipate in cross-functional stand-ups to remove blockers and accelerate cross-module resolution.\nGovernance & Stakeholder Management\nLead the Monthly Governance & Continuous Improvement meetings, sharing recurring incidents and proposing process or configuration improvements.\nCoordinate the Daily Ticket Prioritization Sync, prioritizing tickets and dispatching daily activities to the team.\nPartner with ERP Product Owners, Product Specialists, and the ERP Tech Factory to ensure alignment on incident resolution, enhancements, and platform stability.\nManage the interface with Triage to ensure quality of escalated tickets and structured feedback loops on recurring issues.\nKnowledge Management & Documentation\nEnsure continuous knowledge base integrity and evolution by documenting solutions, known errors, workarounds, and resolution procedures.\nMaintain and enhance knowledge assets, including functional documentation and troubleshooting guides, to enable consistent and efficient incident handling across shifts.\nDrive the adoption of enabling technologies (ServiceNow, Oracle EBS, SharePoint) for efficient ticket tracking, knowledge sharing, and operational reporting.\nQualification and Experience\nRequired:\n10+ years of experience in ERP support operations, with at least 5 years in a leadership role managing global support teams.\nDemonstrated expertise in Oracle EBS functional support, incident resolution, and root cause analysis.\nProven experience operating in Follow-the-Sun or shift-based global support models.\nIn-depth functional and configuration knowledge across multiple Oracle EBS modules (Manufacturing, Supply Chain, Finance, Services).\nAdvanced capability in conducting root-cause analysis and translating operational issues into actionable remediation plans.\nSolid understanding of Oracle EBS lifecycle processes, including development, testing, deployment, and release management practices.\nExcellent stakeholder management at both executive and operational levels.\nExperience managing SLA-driven environments with demonstrated track record of improving MTTR and first-response metrics.\nStrong leadership and coordination skills with a high sense of ownership and accountability.\nPreferred:\nExperience with ITIL-aligned incident management frameworks and tools (ServiceNow).\nFamiliarity with ERP platform convergence strategies and enterprise transformation programs.\nBackground in complex, multi-region manufacturing or industrial organizations.\nKnowledge of automation, AI-driven support triage, and continuous improvement methodologies.\nKey Performance Indicators\nSLA compliance rate\nMean Time to Resolve (MTTR)\n% of issues resolved without Third-level escalation\nTicket re-open rate\nRecurring incident reduction rate\nTicket Time-to-Close\nSLA adherence for first response","description_format":"text","description_chars":5890,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":5,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Servers & Data Center Hardware","Power Supplies & Power Electronics","HVAC & 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