Director, IT Production Support

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

Benefits:

Telamon invests in our people with benefits that support health, family, and future. We offer a comprehensive benefits package that includes:

Health & Wellness: Medical, dental, vision, HSA with company match, dependent care FSA, life & disability coverage, voluntary plans, legal/ID protection, pet insurance, EAP

Financial: 401(k) with company match, annual bonus based on company performance, referral bonuses, discounts, phone allowance; field roles: travel pay, per diem, company-paid lodging, and company vehicle (if applicable)

Time Off & Flexibility: Flexible PTO for salaried roles; starting at 15 days (PTO with 2 floating holidays) for hourly roles; paid holidays, floating holidays, parental leave, bereavement leave, and hybrid/remote options

Career Growth: Tuition reimbursement, annual professional development grants, online learning resources, leadership programs, and internal growth opportunities

Additional Benefits: Recognition programs, scholarships and educational stipends for children, company paid sabbaticals and company outings with access to local events.

Note: benefits eligibility may be based on employment status, tenure, location, or other factors

Classification:

Exempt/Salary

Location:

1000 E 116th St, Carmel, IN 46032

Schedule:

Hybrid, in office: Monday, Wednesday, and Thursday, remote: Tuesday and Friday

Job Summary:

Lead IT production support and drive the organization''s AI, integration, and analytics roadmap for internal systems and supplier/customer-facing platforms. Own system availability, performance, and reliability while building out the AI vision, integration middleware strategy, and analytics/BI capability for the business.

Essential Duties and 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.

Managerial Responsibility

• This position has direct reports.

Travel/Shift Requirements

• This position may require limited travel to company locations, including outside of the U.S.
• Available nights and weekends to support issues supporting business operations, as necessary

Physical Demands

• The position requires sitting, standing and possibly some light lifting, less than 20 pounds.

Skills and Abilities Required

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

Education and Experience Required

• B.S. or B.A. degree in Computer Science, Engineering or related field
• MBA preferred
• Minimum of 8 years of experience in IT, including 3 years of leadership experience
• Experience leading support teams and establishing SLAs

Telamon Corporation is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants for employment. Telamon does not and will not discriminate against any applicant because of race, color, religion, age, national origin, disability, sex (including sexual orientation and gender identity), marital status, veteran or military status, or any other characteristic protected by law. Telamon Corporation makes all employment decisions in a non-discriminatory manner.

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