Operations Support Lead

About the role

The Operations Support Lead is accountable for the reliable, secure, and efficient operation of business-critical Supply Chain and enterprise applications, including Enterprise Resource Planning (ERP), Warehouse Management Systems (WMS), Transportation Management Systems (TMS), Finance, and Pricing products. The role provides operational leadership across incident, problem, change, request, release, and service-level management while serving as the primary coordination point among business stakeholders, internal technology teams, product owners, and Managed Service Providers (MSPs). This leader translates business priorities into measurable service outcomes. The role establishes and governs operational KPIs, leads major incident response, drives root-cause elimination, validates production readiness for changes and projects, and ensures support teams have the documentation, monitoring, access, training, and capacity needed to sustain distribution, transportation, financial, and pricing operations. Success requires a strong combination of supply chain domain knowledge, IT service management discipline, vendor governance, executive communication, and continuous improvement leadership.

Responsibilities

• Operational ownership for the end-to-end support model across ERP, WMS, TMS, Finance, and Pricing applications, their interfaces, data flows, batch processes, integrations, reporting, and dependent infrastructure services.
• Leadership of internal support analysts and coordinated direction of MSP resources providing L2, and L3 application or platform support.
• Support for distribution centers, transportation operations, corporate finance functions, pricing teams, and other business groups that depend on continuous system availability and accurate transaction processing.
• Participation in an on-call or escalation rotation and coordination of after-hours support for high-impact incidents, releases, peak events, migrations, and business-critical processing windows.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Supply Chain, Business, Engineering, or a related field, or equivalent combination of education and relevant experience.
• 3-5 years of progressive experience in IT application support, production operations, service management, or a related discipline, including at least 3 years in a lead, supervisory, or service ownership capacity.
• Demonstrated experience supporting business-critical enterprise applications in Supply Chain, distribution, logistics, retail, manufacturing, or a comparably complex operating environment.
• Practical knowledge of ERP, WMS, and TMS processes and integrations, with the ability to understand downstream impacts