Director, IT Production Support

Telamon•Carmel, IN

23d•Hybrid

About The Position

Telamon is a leading provider of connectivity integration, implementation, and distribution solutions for many of the world’s most recognized telecommunications, transportation and consumer brands. Founded in 1985, we are a minority-owned company headquartered in Carmel, Indiana, and maintain a global footprint with locations in North America, Europe, and Asia. This work isn’t easy—and that is exactly why we do it. Telamon thrives when we’re solving problems that help enhance connectivity and lead to simplicity, safety, and reliability in everyday life. We are cultivating deeper connections with every bond we forge: a more comprehensive network that serves the world around us—inside our walls and out. At Telamon, leveraging AI and digital tools is a core part of how we operate. We expect employees at all levels to actively explore and apply technologies that improve productivity, decision-making, and overall performance. Learn more at telamon.com

Requirements

Supply chain and logistics concepts and practices
ERP systems, including Oracle: EBS, SOA, OBIEE, Fusion
HRIS systems, including Oracle HCM
Integration management and support
Proficient with MS Office applications
Understanding of warehouse operations
Demonstrated experience in leading cross-functional project teams
Ability to adjust and set priorities to meet deadlines
Ability to effectively manage staff
Excellent communication skills, including written, verbal, interpersonal, and presentation
Strong persuasion and negotiation skills, including conflict resolution skills
Ability to work effectively in a professional manner with technology staff, business stakeholders, end users, management and others outside the organization
Able to exercise independent judgement and act on it.
Excellent analytical, mathematical, and creative problem-solving skills.
Logical and efficient, with keen attention to detail.
Highly self-motivated and directed.
Ability to effectively prioritize and execute tasks while under pressure.
Strong customer service orientation.
Experience working in a team-oriented, collaborative environment.
B.S. or B.A. degree in Computer Science, Engineering or related field
Minimum of 8 years of experience in IT, including 3 years of leadership experience
Experience leading support teams and establishing SLAs

Nice To Haves

MBA preferred
JSP, J2EE, JavaScript, SQL+, HTML/XML, Unix/Linux experience is preferred

Responsibilities

Manage and provide direction for the application team in support of business operations.
Interface with key stakeholders to align with business priorities.
Partner with Director, IT Infrastructure for successful end user support, server and database management, and incident response.
Partner with Director, IT Implementations and PMO to provide subject matter expertise and support with technology procurement and development efforts.
Compile and maintain inventory of company software and systems assets and their corresponding contracts/agreements.
Establish key performance indicators and optimize system performance.
Establish and enforce SLA’s, incident response protocols, and escalation procedures.
Manage relationships with vendors and work directly with them to rectify any problems or emergencies.
Oversee daily operations of production support for ERP, CRM, and other enterprise platforms
Oversee and develop reporting and analytics capabilities.
Lead root cause analysis and resolution of system outages and performance issues.
Keep systems updated and stay abreast of direction and functionality.
Develop and maintain documentation and knowledge base, ensuring effective training of systems.
Implement and adhere to good change control practices.
Drive continuous improvement in monitoring, alerting, and automation.
Ensure Verification and Validation of Software changes by verifying software meets requirements during IT testing and end users validate software before production installation whenever possible
Enforce good project management practices for employees, associates, consultants and vendors including requirements for time tracking, time estimates, timelines and communication to stakeholders
Actively identify and implement improvements to processes, tools, and workflows to enhance efficiency, quality, and business outcomes.
Leverage available tools and technologies, including AI-enabled solutions, to streamline workflows, improve efficiency, and enhance outcomes.