Manager, Global Systems Support

Job Description

CooperVision, a division of CooperCompanies (NASDAQ:COO), is one of the world’s leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com

Job Summary:

Lead team of global system support analysts responsible for monitoring, maintaining, and supporting all global distribution and packaging systems, including business critical systems.

Essential Functions & Accountabilities:

• Manage priorities and workload of global system support analysts.
• Document and manage global system support procedures and ensure compliance.
• Manage global critical incident response and post incident reviews.
• Manage daily support activities of global Distribution and Packaging systems and act as escalation point.
• Ownership and main point of contact for daily global support activities.
• Provide KPIs to global distribution and packaging senior leadership including incident trending with the goal to improve global service
• Maintain full expertise on global systems including; WMS (JDA), ERP (Baan/Oracle), WCS (ASRS, EZPick), GPS2 and all other ancillary systems.
• Ensure incident SLA response times are met and root cause analysis completed.
• Partner with other IT verticals (Database, Networking, Servers) for investigation of any on-going problem management of Distribution and Packaging systems.
• Propose and ensure the implementation of global operational improvements for process optimization and system performance.
• Work with the BSA teams testing and developing new enhancements and process improvements.
• Participate in out of hours support call rotation and escalation
• 20% Global Travel Required
  
  
  

Qualifications

Knowledge, Skills and Abilities:

• Windows & Linux and client/server network environments
• Advanced SQL/Oracle knowledge
• Ability to prioritize demands for business-critical systems
• Excellent analytical problem-solving skills.
• Ability to complete detail-oriented tasks.
• Effective problem-solving skills
• Ability to communicate effectively with management
• Exceptional leadership skills required to provide guidance and training to team
• Experience facilitating positive team dynamic to develop a high performing team
• Ability to produce exceptional quality output
• Highly self-motivated, self-directed and attentive to detail
  
  
  

Work Environment:

Distribution: Normal Warehouse Conditions.

Noisy conditions – 50-75%

Dusty conditions -

Hot or humid conditions - Exposure to extreme seasonal temperatures - > 75%

Work near moving mechanical parts –

Physical Demands:

Standing, Walking, Bending, Kneeling

Hand/eye coordination 25% – 50%

Finger/wrist dexterity >75%

Grasping/pinching 50% - 75%

Lifting up to 25 lbs.

Experience:

• 3-5 years experience in Technology Leadership supporting business process and systems related to Distribution, Packaging and Warehouse Management
• Prior experience working with Baan, JDA, and/or other ERP, WMS, WCS or Packaging systems is a plus.
• Experience in Distribution and Packaging business processes
  
  
  

Education:

• Bachelor of Science Degree in Computer Science, Engineering or other relevant field or an equivalent combination of education and experience is required
  
  
  

Affirmative Action/Equal Opportunity Employer. Minority/Female/Disability/Veteran

For U.S. locations that require disclosure of compensation, the starting base pay for this role is between $107,470 and $153,529 per year and may include cost of living adjustments. The actual base pay includes many factors and is subject to change and modification in the future. This position may also be eligible for other types of compensation and benefits.