Hello
I hope this email finds you well.
My name is Simran, and I am an IT Recruiter from Empower Professionals Inc. I wanted to reach out regarding a Manufacturing Support Manager (CGEMJP00358096)- Remote
Role: Manufacturing Support Manager (CGEMJP00358096)
Duration: 12 Months
Location: Remote
Client Location: Clarksville TN
Manufacturing Support Manager, Segment
The Manufacturing Support Manager will own end-to-end IT service delivery for a designated manufacturing segment, ensuring stable plant operations, effective onsite coverage, and coordinated support across application, infrastructure, network, controls, and third-party service providers.
Key Responsibilities:
Serve as the single accountable IT support lead for the assigned manufacturing segment.
Manage daily plant support operations, shift coverage, service priorities, resource allocation, and structured handovers.
Lead Sev1/Sev2 incidents, production-impacting issues, bridge calls, escalations, stakeholder communications, and restoration activities.
Coordinate Application, MES, Infrastructure, Network, PLC/HMI, Controls, and vendor support teams through resolution.
Govern Incident, Problem, Change, Release, Service Request, and Continual Service Improvement processes.
Monitor SLAs, KPIs, operational risks, ticket aging, recurring issues, and service improvement actions.
Align maintenance, changes, and releases with plant production schedules and approved downtime windows.
Conduct service reviews and provide consolidated reporting on performance, risks, staffing, and improvement priorities.
Ensure adherence to plant safety, security, compliance, documentation, and change-control requirements.
Build a proactive, accountable support culture across onsite and offshore teams. [Altria_202...ge, & SIAM | Word], [SC_SIAM | PowerPoint], [IT_Deliver..._Model (1) | PowerPoint]
Required Qualifications:
10+ years of IT service delivery or manufacturing application support experience, including team leadership.
Strong understanding of manufacturing operations and plant-critical systems.
Experience managing multi-location, multi-shift, onsite, offshore, and multi-vendor support models.
Working knowledge of MES, PLC/HMI, industrial interfaces, infrastructure, network, ERP, WMS, or related manufacturing technologies.
Strong expertise in ITIL processes, major incident management, SLA/KPI governance, problem management, and service improvement.
Excellent leadership, stakeholder management, decision-making, and executive communication skills.
Ability to operate effectively in high-pressure and VUCA manufacturing environments.
Preferred Qualifications:
ITIL, PMP, SIAM, or Service Management certification.
Experience with ServiceNow or a comparable ITSM platform.
Experience supporting regulated or high-availability manufacturing operations.