ERP Support and Compliance Manager

Job Title: ERP Support and Compliance Manager

Location: San Diego, CA

Duration: 12+ Months Contracts

Responsibilities:
Oversee the support function, including incident, problem, change, and release management across domains (ERP / COTS / Custom Apps)
Be single point of contact for support and escalation point for all applications
Regularly interact with customer group managers and IT managers to take feedback and understand concerns
Coach team members in support process and activities
Identify areas for problem management and plan for implementation
Lead continuous improvement activities to reduce incidents, identify automation opportunities and drive innovation
Mentor tower leads to take complete ownership of tickets to provide timely incident resolution within SLAs
Ensure project SLAs, KPIs targets are met. Ensure compliance to SOX process for changes
Prepare project status reports, metrics and present to customer stakeholders
Collaborate with IT and business stakeholders
Ensure maintenance of accurate support documentation, runbooks and known error database
Understand SOX requirements and work with SOX lead to ensure compliance to SOX for support and development process
Participate in internal and external SOX audits
Review and approve changes in ITSM tool
Skills:
10+ years of overall experience in IT
5-8 years of experience in managing support projects involving cross domain (ERP / COTS / Custom Apps)
5-8 years of experience in ERP projects as functional consultant in any of the domains ( Mfg. / Finance / Logistics)
5-8 years of experience in managing ERP support in offshore / onshore model with SLA targets
10+ years of experience in Baan 5c / Infor LN (preferred) or other ERPs like SAP or Oracle
Excellent people and communication skills
Degree in Computer Science, Business or similar field
Nice to have:
ERP specific functional certification
Project management certification