Support Delivery Lead

Key Responsibilities:

• Lead daily L1/L2/L3 support operations for MES systems, ensuring SLA-driven execution.
• Act as the escalation point for critical support issues and ensure swift resolution and communication.
• Collaborate with technical, QA, and business teams for root cause identification and resolution.
• Drive RCA (Root Cause Analysis) processes and follow up on corrective and preventive actions.
• Develop and maintain a knowledge base aimed at automating solutions for recurring tickets.
• Lead ITSM maturity improvement initiatives through CSIP and best practices.
• Plan and implement automation solutions to reduce manual intervention and improve MTTA/MTTR.
• Monitor KPIs and provide data-driven insights to enhance support outcomes.
• Train and mentor support team members, ensuring knowledge readiness for new rollouts.
• Gain and apply end-to-end functional and technical understanding of IN4.0RM (MES)