Sr. Manager Application Development & Support

Position title: ERP Tech Factory Lead

Role Statement:

The ERP Tech Factory Lead is accountable for enabling a stable and scalable application architecture by leading the development of new custom capabilities integrations and automation solutions while ensuring reliable processes and consistent data flows across the global ERP platform.

This role owns the end-to-end technical delivery effectiveness of the ERP Tech Factory a global cross-platform organizational unit structured across three pillars: the Development Factory (custom software development and platform engineering) ERP Operating Reporting (BI development data operations and reporting) and the Automation Factory (testing automation). The role spans development third-level technical support operating reporting and automation driving architectural evolution platform resilience and engineering excellence across the digital ecosystem.

As a key member of the ERP leadership team partners with ERP Product Owners Product Specialists and ERP Second Level Support to ensure seamless escalation paths technical alignment and a culture of engineering excellence aligned with the organizations Run Enhance and Converge operating model.

Key Duties

• Software Development & Platform Engineering
• Own the design and implementation of new application features and services across the digital ecosystem.
• Drive refactoring and modernization of existing applications to improve maintainability scalability and long-term platform sustainability.
• Improve system performance resilience and scalability through targeted engineering optimizations and architectural enhancements.
• Coordinate and ensure effective planning and execution of comprehensive end-to-end technical testing cycles to ensure solution quality reliability and alignment with business and system requirements.
• Be accountable for release quality and on-time delivery of development initiatives ensuring alignment with the ERP roadmap and business priorities.
• Third-Level Technical Support
• Lead deep technical investigations on complex production issues across platforms escalated from ERP Second Level Support.
• Coordinate the deployment of emergency fixes to restore system stability during critical incidents.
• Coordinate the support for post-incident stabilization when production anomalies occur.
• Analyze performance degradations resource bottlenecks and integration failures driving root-cause resolution.
• Testing Automation
• Own the strategy design and build-out of the test automation capability establishing automated testing as a core enabler of release quality and delivery speed.
• Direct the development and maintenance of automated test suites (functional regression integration and end-to-end) across the ERP platform and its integrations.
• Embed automated testing into the release and CI/CD pipeline ensuring every change is validated efficiently and consistently before deployment to production.
• Drive the expansion of test coverage and the reduction of manual testing effort prioritizing high-risk and high-frequency business processes.
• Establish test data management environment readiness and quality metrics to ensure reliable repeatable and trustworthy test outcomes.

Team Leadership & Governance

• Lead and develop the global ERP Tech Factory team including Third-Level Support Engineers Software Development/Platform Engineers and RPA/Automation & AI 1
• Manage the balance of internal and external resources (during peaks) to ensure optimal delivery capacity and knowledge retention.
• Drive team performance fostering a culture of technical excellence ownership and continuous learning.
• Lead the Weekly Tech Operations Sync to review system health technical incidents and define weekly priorities.
• Conduct Bi-weekly Release & Technical Alignment meetings to discuss ERP development progress and validate release readiness.
• Chair the Monthly Platform Review to analyze ERP performance improvements and recurring third-level incident trends.

Stakeholder Management & Engagement

• Partner with ERP Product Owners and Product Specialists to translate business requirements and change requests into technical solutions.
• Manage the interface with ERP Second Level Support for escalated tickets critical technical incidents and platform health alerts.
• Coordinate the delivery of technical specifications guidelines updated technical documentation and release notes to stakeholders.
• Coordinate the provision of technical solutions implemented fixes and applied system optimizations back to the ERP Second Level Support team.

Qualification and Experience Required:

• 10 years of experience in ERP technical operations software development or platform engineering with at least 5 years in a leadership role managing global technical teams.
• Demonstrated expertise in Oracle EBS technical architecture custom development (APEX Java) and platform engineering.
• Proven experience managing third-level/escalation support functions in complex enterprise environments.
• In-depth knowledge of application lifecycle management including development testing deployment and release management.
• Strong experience with system integration API development and data flow architecture.
• Proven track record in building and scaling test automation frameworks and practices in enterprise environments.
• Experience managing blended teams (internal/external) in a fully global operating model.
• Excellent stakeholder management at both executive and operational levels.
• Strong leadership and coordination skills with a high sense of ownership and accountability.

Preferred:

• Experience with ServiceNow for service management and incident tracking.
• Familiarity with test automation tools and frameworks (e.g. Selenium Oracle Application Testing Suite Tosca or similar).
• Background in ERP platform convergence strategies and enterprise transformation programs.
• Experience in complex multi-region manufacturing or industrial organizations.
• Knowledge of ITIL-aligned incident management frameworks.
• Familiarity with Jira Cloud for development project tracking and agile delivery.

Key Performance Indicators

• Development on-time delivery (%)
• Release quality (defect / escape rate post go-live)
• Mean Time to Resolve (MTTR) for third-level incidents
• SLA adherence for third-level technical response and resolution
• Recurring / structural incident trend reduction
• Platform availability performance and stability metrics
• Test automation coverage and reduction of manual testing effort
• Internalization progress (reduction of external dependency knowledge retention)