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Production Support Manager

Bed Bath & Beyond

This is a Full-time position in Union, NJ posted December 13, 2019.

Bed Bath & Beyond is looking for experienced IT Production Support manager.

The position will be responsible for managing all related support and “keep the lights on (KLO)” activities across multiple applications/technologies and multiple teams (on and off shore).

The ideal candidate will have a strong record of accomplishment in the following application domains; inventory management, order management, order fulfillment, ERP/MMS core systems and web services cloud deployment solutions.

We are looking for hands-on leader, who can manage current support infrastructure and help us build next generation support organization, encompassing new Digital and Supply Chain technologies.

The position will report to VP of Omni-Channel Technology and Supply Chain Solutions.

Responsibilities: Lead a cross-functional on-shore and off-shore technical team comprised of production support engineers across multiple applications (3 rd party and internally developed).

Build, streamline and leverage existing team to support new applications and technologies (cloud-based platforms, open source technologies, API/web services solutions, etc.) Participate in the Enterprise CAB (Change Advisory Board) process.

Support a change-management team on requested changes, assisting in the assessment and prioritization of changes, as appropriate.

Communicate directly with the Executive Leadership (Business and IT) on incidents and change events (timing/cause/business impact/resolution).

Manage Holiday Readiness tasks and Performance testing to make sure mission critical applications scale and perform at increased Holiday demand.

Manage KLO projects, including; Security Audits, Pen Testing, Patching, 3 rd Party changes affecting production systems, Disaster Recovery, Reporting & AdHoc data requests.

Clearly understand, prioritize, triage and resolve incidents as they occur.

Mange defects and fix root cause.

Be highly available to address issues, as appropriate.

Create /maintain documentation repository of SOPs and issue resolutions.

Provide clear and concise root-cause analysis and post incident response.

Monitor systems alerts and taking appropriate action.

Managing /assign reported incidents using a production support ticketing system.

Provide AdHoc data analysis requested by the business, as requested.

Requirements: Technical background is required.

Ideal candidate will have Applications Development and Dev Ops background.

Additionally, SQL and Tibco EMS experience is a big plus.

Strong Supply Chain technology background is required, with focus on; inventory management, order management, order fulfillment, warehouse management and ERP/MMS core systems.

Recent exposure to digital (Omni-Channel) enterprise technology is a big plus (i.e., web services, open source technologies, cloud deployment solutions).

Retail or CPG industry experience is a big plus.

Excellent communications skills (Verbal and written) are a must.

Strong Interpersonal skills and Leadership abilities with bias for building high performance teams.

Ability to navigate business processes that cross many different business functional areas of a retail organization including; End-to-End Supply Chain and Logistics, E-Commerce, Customer Service, Store Operations, Loss Prevention and Finance.

Ability to interact and communicate professionally with a diverse group of executives, managers and subject matter experts.

Ability to analyze and document complex business processes.

Ability to gather and interpret relevant data and information.

Ability to think analytically, make decisions and solve problems under pressure.

Working knowledge of Agile Project Methodologies.

Experience with Manhattan Associates EOM and WM applications is a plus.

Ability to manage multiple vendors, and on-shore/off-shore support teams.

Position requires being on-call during off-hours on nights and weekends.

Minimum of 10 years relevant experience is required.

– provided by Dice