ERP Support and Compliance Manager - Hybrid/Onsite

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 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 ERP specific functional certification Project management certification