Expectations from this role: Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines and assist project manager in day to day project execution1. Co-ordinate and promote the effective functioning of incident/problem management activities across all of support teams2. Contribute to the planning of application/infrastructure releases and configuration changes3. Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence4. Maintain knowledge base of known support issues and resolutions5. Create and maintain application support service catalogue in coordination with other internal application teams 6. Ensure application monitoring mechanisms and performance tuning processes are in place7. Provide input to the implementation, backup and roll-back plans8. Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers, i.e. balance both client expectations with internal needs9. Create monthly performance reports and publish to stake holders10. Handle critical customer escalations and manage appropriate stakeholder communications11. Organize, facilitate and lead technical teams to work to resolve major incidents12. Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems13. Understand departmental and company policies, procedures and business practices14. Mentor all team members to become more effective in their roles and coach them on their career aspirationsTypical performance measures: 1. Adherence to engineering process and standards2. Ensure that tickets/incidents are resolved by all the resources in team within allotted time frame 3. Timely publication of reports and metrics to stakeholders4. Handling of critical escalations5. Adhere to SLAs where applicable6. # of non-compliance issues7. % of incident reduction based on permanent fixes/automation/utilities 8. Productivity standard of the project9. # of reusable components or documents created10. Participation in Knowledge Transfer to ensure better grasp of product11. Completion of all mandatory training requirements12. Availability of all supported applications per defined standardsPerformance Areas: RCA Ensure Root Cause Analysis is performed for all issues as defined by the projectDesignDesign appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysisMaintenanceResponsible for application upgrades; ensuring troubleshooting post upgrades; in general maintenance of the entire systemDevelop StrategiesLead should develop strategies to mitigate issues arising from existing problemsInnovative Value-addsResponsible for identifying and developing innovative value adds that benefit the project/customer/organizationEscalationsEnsures that escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of Contact.Skill Examples: 1. Extensive knowledge and experience in managing and triaging Production Support incidents and issues2. Experience working with distributed teams in different time-zones3. Strong commitment to quality and engineering excellence4. Ability to take up new challenges and explore new technology/tools5. Ability to co-ordinate among multiple teams and bring out the best in team work 6. Ability to handle critical customer escalations and manage under highly stressful situations7. Strong communication skills8. Able to work in a high paced, dynamic and culturally diverse environment9. High level of commitment, initiative, enthusiasm and vision10. Excellent presentation and interpersonal skills 11. Prioritize workload; providing timely and accurate resolutionsKnowledge Examples: 1. Appropriate software programs / modules 2. Able to give knowledge transitions to the team when required3. Experience in supporting enterprise customers4. Provide estimates for candidate Enhancement and Defect work to be included in release5. Operating Systems and software platforms6. Integrated development environment (IDE) 7. Agile methods8. Knowledge base of customer domain and sub domain where problem is solved
Position Overview The Site MES IT Coordinator will support Manufacturing Execution System (MES) project implementation and post-go-live support at the manufacturing site level. This role will act as the key coordination point between site users, Global MES teams, IT, Infrastructure, ERP, offshore development/configuration teams, vendors, and implementation partners. The role requires a strong functional and technical understanding of MES platforms and manufacturing processes, with the ability to drive clarity in requirements, support business process reengineering, manage site-level MES governance, and coordinate activities across the MES lifecycle from project start and site readiness through go-live, hypercare, and steady-state support. Key Responsibilities Act as the main site-level IT coordinator and governance contact for MES project and support activities. Build strong working relationships with Operations, Quality, MSAT, Validation, site IT, Global MES, Infrastructure, ERP, vendors, and implementation partners to drive alignment. Coordinate MES lifecycle activities including requirements, design, build, testing, training, go-live, hypercare, support handover, and steady-state operations. Track site-level MES actions, risks, issues, dependencies, decisions, and readiness items with clear ownership and follow-up. Coordinate technical and functional discussions between site users, Global MES teams, and offshore development/configuration teams. Support business process reengineering and help align site processes with the core MES template, standard ways of working, and practical shopfloor needs. Drive clarity in MES requirements by capturing site feedback, process gaps, user needs, and local constraints in a structured way. Support site readiness activities including infrastructure, user access, shopfloor devices, printers, scanners, terminals, interfaces, and connectivity. Coordinate required testing and compliance-related activities by helping site teams participate, provide inputs, and close actions as needed. Log, track, and escalate MES issues to the right support teams with clear business impact, priority, and required details. Support creation and update of MES-related documents such as SOPs, work instructions, user guides, support guides, and training materials. Ensure smooth communication between site teams, Global MES teams, support teams, and offshore delivery teams. Compliance & Documentation Support site documentation readiness for MES processes, user roles, support model, SOPs, work instructions, user guides, and training materials. Coordinate required compliance and CSV inputs with Quality and Validation teams, while keeping the role focused on site MES coordination and readiness. Ensure site-level documentation and support materials are updated when MES processes, access, devices, interfaces, or support models change. Maintain clear site records for key decisions, open actions, issue follow-ups, knowledge transfer, and support handover. Continuous Improvement Manage site-level MES governance by coordinating demand, changes, open tickets, priorities, escalations, and improvement items. Coordinate L2/L3 site support after MES implementation and support users with MES issues, questions, and support follow-up. Work with Operations, Quality, MSAT, Validation, Global MES, and support teams to ensure MES does not become a bottleneck for site operations. Identify recurring issues, support gaps, training needs, process pain points, and improvement opportunities to strengthen MES operations at the site level. Support site-level MES change requests, impact assessment, testing coordination, documentation updates, training coordination, and adoption follow-up. Qualifications Bachelor degree or equivalent experience in Engineering, Computer Science, Life Sciences, Information Technology, or related field. Experience supporting MES implementation or site IT project coordination in manufacturing environments. Deep unde
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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's pay range is $7.25/hr - $80.00/hr.
