Role Overview :

The Level 3 Support Manager is responsible for managing and providing 24x7 third-level support for all global operational Manhattan Active customers and add-on applications, ensuring system stability, availability, and compliance with Service Level Agreements (SLAs).

Key Accountabilities :

- Ensure prompt and effective resolution of Level 3 incidents and problems.

- Manage and schedule 24x7 third-line support coverage.

- Monitor system performance proactively and apply corrective and preventive actions.

- Escalate and manage critical incidents, coordinating closely with vendors and internal teams.

- Develop, implement, and maintain disaster recovery and business continuity plans.

Organizational Context :

- Manager(s) Job Title: Global IT Director WMS Center of Excellence.

- Number of Direct Reports: 6 to 8 (support analysts).

Key Working Relationships :

- Frequent interaction with internal stakeholders, including Testing & QA Manager, Development Manager, Functional Architects, and Product Owners, Level 2 support.

- Regular liaison with external vendors for system maintenance and issue resolution.

- Periodic engagement with senior management for updates and alignment on support processes and incidents.

Resource Management:

- Manages support team personnel, infrastructure resources, and tools necessary for operational support.

- Oversees budgets associated with maintaining operational stability and system availability.

- Responsible for effective resource utilization and continuous improvement of support processes.

Requirements :

- Bachelor's Degree in IT, Computer Science, Engineering, or related discipline.

- Minimum 7 years experience in IT support management.

- Proven track record of managing 24x365 global support teams at a 3PL.

- Proficiency in Manhattan Active WMS/OMS, API & EDI structures, and troubleshooting.

- Strong understanding of ITIL processes and service management.

- Proficiency in system monitoring tools, issue tracking systems, and support management platforms.

- Desirable: ITIL Certification or similar IT service management certification.