Hello
I hope this email finds you well.
My name is Simran, and I am an IT Recruiter from Empower Professionals Inc. I wanted to reach out regarding a Manufacturing Support Manager (CGEMJP00358096)- Remote
Role: Manufacturing Support Manager (CGEMJP00358096)
Duration: 12 Months
Location: Remote
Client Location: Clarksville TN
Manufacturing Support Manager, Segment
The Manufacturing Support Manager will own end-to-end IT service delivery for a designated manufacturing segment, ensuring stable plant operations, effective onsite coverage, and coordinated support across application, infrastructure, network, controls, and third-party service providers.
Key Responsibilities:
- Serve as the single accountable IT support lead for the assigned manufacturing segment.
- Manage daily plant support operations, shift coverage, service priorities, resource allocation, and structured handovers.
- Lead Sev1/Sev2 incidents, production-impacting issues, bridge calls, escalations, stakeholder communications, and restoration activities.
- Coordinate Application, MES, Infrastructure, Network, PLC/HMI, Controls, and vendor support teams through resolution.
- Govern Incident, Problem, Change, Release, Service Request, and Continual Service Improvement processes.
- Monitor SLAs, KPIs, operational risks, ticket aging, recurring issues, and service improvement actions.
- Align maintenance, changes, and releases with plant production schedules and approved downtime windows.
- Conduct service reviews and provide consolidated reporting on performance, risks, staffing, and improvement priorities.
- Ensure adherence to plant safety, security, compliance, documentation, and change-control requirements.
- Build a proactive, accountable support culture across onsite and offshore teams. [Altria_202...ge, & SIAM | Word], [SC_SIAM | PowerPoint], [IT_Deliver..._Model (1) | PowerPoint]
Required Qualifications:
- 10+ years of IT service delivery or manufacturing application support experience, including team leadership.
- Strong understanding of manufacturing operations and plant-critical systems.
- Experience managing multi-location, multi-shift, onsite, offshore, and multi-vendor support models.
- Working knowledge of MES, PLC/HMI, industrial interfaces, infrastructure, network, ERP, WMS, or related manufacturing technologies.
- Strong expertise in ITIL processes, major incident management, SLA/KPI governance, problem management, and service improvement.
- Excellent leadership, stakeholder management, decision-making, and executive communication skills.
- Ability to operate effectively in high-pressure and VUCA manufacturing environments.
Preferred Qualifications:
- ITIL, PMP, SIAM, or Service Management certification.
- Experience with ServiceNow or a comparable ITSM platform.
- Experience supporting regulated or high-availability manufacturing operations.
