Description
Role Statement:

The ERP Second Level Support (RUN) Department Head is accountable for ensuring the stability, quality, and continuous improvement of the global ERP platform, acting as the senior functional reference point for incident resolution, solution design, and knowledge management across all regions and time zones.

This role owns the end-to-end operational effectiveness of the ERP Second Level Support function, operating through a Follow-the-Sun model to deliver 24/7 continuous support coverage. The Department Head develops functional expertise on ERP processes, ensures effective issue resolution, user support, and continuity of operations across large and standard orders, while driving SLA compliance, backlog health, and proactive incident management.

As a key member of the ERP leadership team, this role partners with Triage, ERP Product Specialists, ERP Product Owners, and the ERP Tech Factory to ensure seamless escalation paths, cross-functional coordination, and a culture of continuous improvement aligned with the organization’s Run, Enhance,



and Converge operating model.

Key Duties

Incident & Service Management
- Take ownership of tickets escalated from Triage and ensure thorough management of request and resolution across all ERP modules and geographies.
- Implement functional fixes and workarounds, validating solution effectiveness with key business stakeholders.
- Ensure SLA compliance and manage backlog health and high-severity items proactively, including structured ticket handover in the Follow-the-Sun model.
- Manage the resolution of tickets related to large orders impacting business operations, coordinating with module experts when required.
- Act as the primary escalation point for critical incidents, ensuring appropriate involvement of third-level support (ERP Tech Factory) when required.

Root Cause Analysis & Continuous Improvement
- Perform deep functional and business-process analysis to identify root causes of incidents a

📌 Sr Manager Global ERP Support (Pune)
🏢 Vertiv Group
📍 Pune