Mapics/Vista Support Manager

Job Description

Join Eaton’s Information Technology team and help positively impact our business through leading technologies, exciting and challenging enterprise projects and new Platforms. We are currently seeking a Mapics/Vista Support Manager to join our Application, Development, Quality, Support Center of Excellence (ADQSCOE) team. No relocation is being offered for this position. The candidate will be based at any Eaton facility in the US. If the candidate resides within 50 miles of Beachwood, Ohio, the candidate must work at that site. If the candidate resides more than 50 miles away from Beachwood, Ohio, the candidate will work from a remote Eaton facility or an approved home office.

The Mapics/Vista Manager will be responsible for managing a global organization consisting of employees and supplier teams that deliver enterprise application development and support for key business applications, Mapics and Vista. Through the delivery of these services, the role shall interface globally with both IT and non-IT customers including their leadership teams, subject matter experts and application consumers within and outside of Eaton. The position is also responsible for managing relationships with suppliers that are delivering production support services in the above areas. This includes a spectrum of responsibilities that range from day to day oversight of teams from the suppliers to establishing long term strategies to deliver best cost support focusing on customer and business needs. Information gathering, analysis, providing insights and recommendation on improving production support, delivery on short, near and long-term basis will be key. This position will play a key role in a leadership capacity within the ADQSCOE support organization and build capabilities through establishing key work processes and standards, manage budgets and financials per plan, building, developing teams and managing their performance.

Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours. In this role:

• You will provide global leadership for delivering development and ongoing support, maintenance, updates, solution quality, and continuous improvement for Mapics and Vista applications.
• You will plan for future-state technology portfolios and IT program investments for Mapics and Vista ERP applications ensuring skilled staff to meet objectives.
• You will drive platform solution architecture, ensure technical alignment, and facilitate technical solution delivery.
• You will ensure projects are completed on-time, on-budget, and the code delivered is of high quality (via code reviews and documented standards).
• You will deliver support for a high volume and complex set of applications (15K + support tickets) in the form of Incidents and Requests. Provide on-call rotation for level-three support on a 24x7 basis to ensure continuous service to the end user community.
• You will ensure standard development and execution of unit test scripts to exercise the coding changes producing quality implementation.
• You will manage relationships and support engagement between Eaton and strategic IT suppliers related to but not limited to above areas. Includes all aspects of supplier management including negotiations, staffing, and escalation management.
• You will leverage ITIL and ITSM best practices to achieve service excellence related to Incidents, Requests, Change and Problem Management. Drive continuous improvements (CI) through leverage of EBS tools and processes as appropriate.
• You will ensure healthy KPIs for all ITSM metrics. Create repeatable processes built on best practices through internal/external benchmarking to create
• You will drive problem management rigorously to reduce total cost of ownership and stop repeating incidents.
• You will develop customer relationships and focus on customer satisfaction via efficient service management, meeting SLAs at all levels, managing escalations and effectively communicating on going status of KPIs.
• You will govern internal and supplier related IT spend of approximately $3M+. Administer monthly forecasts and allocation process for production support budget.
• You will manage employees and supplier personnel (per contract) across global Eaton geographies such as the America, EMEA, China, India, etc. Monitor and manage their performance and deliveries by leveraging the Eaton Leadership Model.
• You will establish the necessary training and development plans to maintain a highly effective competent staff. Counsels subordinates in career path and skill development. Prepares and manages performance for and evaluation of subordinates.
• You will develop communication strategies and leading communications with senior executives and key stakeholders globally surrounding all ITIL processes results.
• You will be able to create benchmarking and comparison to industry standards and continuously improve effectiveness of IT processes/solutions and driving cost out.
• You will assess and manage future changes/enhancements/software updates for a technical platform standpoint.
• You will ensure the adherence to all Internal/External audit and SOX IT controls.

When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Basic Qualifications:

• Bachelor’s degree from an accredited institution
• Minimum 7 years of IT experience required
• Minimum 5 years of experience leading delivery or production support for a large, complex organization required
• Minimum 4 years of experience directly managing teams required
• Candidate must be authorized to work in the US on a continuous basis without company sponsorship
• This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

• Technical knowledge:
• Experience working with various global corporate and line of business clients
• Experience managing global services and software product supplier relationships
• Experience working with offshore and global resources
• Experience setting up and managing supplier Managed Services and Time and Materials statement of works
• Experience budgeting and forecasting
• Expertise in ITIL / ITSM
• General knowledge of Order Management, Claims, ERPs. and manufacturing business processes
• Specialized skills: A deep understanding of ITIL/ITSM processes (problem, incident, request, change and release management) are required.

• Master’s degree
• General knowledge of Mainframes and AS/400 platforms
• Remedy experience

We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters. We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.

Job: Information Technology

Region: North America – US/Puerto Rico
Organization: Corporate Sector

Job Level: Manager
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes
Does this position offer relocation?: No
Travel: Yes, 25 % of the Time