Inivos

Manager

• Own and manage overall IFS ERP application support operations across all support customers and environments.
• Lead, mentor, and develop L2/L3 support teams, ensuring strong technical capability and domain knowledge.
• Define and govern support processes, KPIs, SLAs, OLAs, and escalation models.
• Act as the senior escalation point for critical incidents, major issues, and customer concerns.
• Ensure timely incident resolution, root cause analysis, and preventive actions to minimize recurrence.
• Drive continuous service improvement initiatives to enhance support efficiency and customer experience.
• Collaborate closely with delivery, implementation, cloud, and infrastructure teams for smooth handovers and stable operations.
• Manage change requests, minor enhancements, patches, and upgrades in coordination with customers and internal teams.
• Ensure compliance with ITIL best practices, security policies, and organizational governance standards.
• Monitor support metrics, prepare management reports, and present service performance to internal leadership and customers.
• Support presales and transition activities by contributing to support models, effort estimations, and proposals.
• Build long-term customer relationships and act as a trusted advisor for IFS application support matters.

Support Manager – IFS ERP