Lead II - Production Support

The Fountain Group LLC

Aliso Viejo, CA

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JOB DETAILS

SALARY

SKILLS

Adoption, Agile Programming Methodologies, Biology, Business Operations, Business Practices, Business Processes, Business Support, Change Requests/Orders, Coaching, Communication Skills, Computer Science, Computer Skills, Continuous Improvement, Corporate Policies, Document Scanners, Documentation, ERP (Enterprise Resource Planning), Establish Priorities, IDE (Integrated Development Environment), IT Governance, Identify Issues, Incident Management, Information Technology & Information Systems, Interpersonal Skills, Knowledge Base, Knowledge Transfer, Maintain Compliance, Manufacturing, Manufacturing Execution Systems (MES), Manufacturing/Industrial Processes, Mentoring, Metrics, Offshoring, Operating Systems, Organizational Skills, Performance Analysis, Performance Metrics, Printers, Problem Solving Skills, Process Engineering, Production Support, Project Execution, Project Lifecycle, Project/Program Coordination, Quality Engineering, Record Keeping, Root Cause Analysis, Service Delivery, Service Level Agreement (SLA), Software Administration, Standard Operating Procedures (SOP), Strategic Planning, Support Documentation, Systems Maintenance, Team Lead/Manager, Team Player, Technical Leadership, Technical Support, Testing, Time Management, Trend Analysis

LOCATION

Aliso Viejo, CA

POSTED

11 days ago

Bill: $85
Pay: $60.71
Spread: 408.60
Duration: 5 mo

Mandatory Areas
Must Have Skills

Strong functional and technical understanding of MES applications, interfaces, user access, infrastructure, shopfloor devices, and support processes.
Experience in business process reengineering, process alignment, requirements clarification, and translating site needs into clear MES requirements.
Understanding of regulated manufacturing environments and CSV expectations is preferred.
Experience coordinating with business users, Operations, Quality, MSAT, Validation, IT, Infrastructure, vendors, implementation partners, offshore development teams, and support teams.
Ability to support users at site level during implementation, go-live, hypercare, steady-state operations, and issue resolution.

Domain Experience (If any ) Lifescience experience
Must have Certifications None
Prior UST experience Preferably
If Yes provide dates , details of account/project

Onsite Requirement - St. Louis
Number of days onsite - 5 days

Position Overview The Site MES IT Coordinator will support Manufacturing Execution System (MES) project implementation and post-go-live support at the manufacturing site level. This role will act as the key coordination point between site users, Global MES teams, IT, Infrastructure, ERP, offshore development/configuration teams, vendors, and implementation partners. The role requires a strong functional and technical understanding of MES platforms and manufacturing processes, with the ability to drive clarity in requirements, support business process reengineering, manage site-level MES governance, and coordinate activities across the MES lifecycle from project start and site readiness through go-live, hypercare, and steady-state support. Key Responsibilities Act as the main site-level IT coordinator and governance contact for MES project and support activities. Build strong working relationships with Operations, Quality, MSAT, Validation, site IT, Global MES, Infrastructure, ERP, vendors, and implementation partners to drive alignment. Coordinate MES lifecycle activities including requirements, design, build, testing, training, go-live, hypercare, support handover, and steady-state operations. Track site-level MES actions, risks, issues, dependencies, decisions, and readiness items with clear ownership and follow-up. Coordinate technical and functional discussions between site users, Global MES teams, and offshore development/configuration teams. Support business process reengineering and help align site processes with the core MES template, standard ways of working, and practical shopfloor needs. Drive clarity in MES requirements by capturing site feedback, process gaps, user needs, and local constraints in a structured way. Support site readiness activities including infrastructure, user access, shopfloor devices, printers, scanners, terminals, interfaces, and connectivity. Coordinate required testing and compliance-related activities by helping site teams participate, provide inputs, and close actions as needed. Log, track, and escalate MES issues to the right support teams with clear business impact, priority, and required details. Support creation and update of MES-related documents such as SOPs, work instructions, user guides, support guides, and training materials. Ensure smooth communication between site teams, Global MES teams, support teams, and offshore delivery teams. Compliance & Documentation Support site documentation readiness for MES processes, user roles, support model, SOPs, work instructions, user guides, and training materials. Coordinate required compliance and CSV inputs with Quality and Validation teams, while keeping the role focused on site MES coordination and readiness. Ensure site-level documentation and support materials are updated when MES processes, access, devices, interfaces, or support models change. Maintain clear site records for key decisions, open actions, issue follow-ups, knowledge transfer, and support handover. Continuous Improvement Manage site-level MES governance by coordinating demand, changes, open tickets, priorities, escalations, and improvement items. Coordinate L2/L3 site support after MES implementation and support users with MES issues, questions, and support follow-up. Work with Operations, Quality, MSAT, Validation, Global MES, and support teams to ensure MES does not become a bottleneck for site operations. Identify recurring issues, support gaps, training needs, process pain points, and improvement opportunities to strengthen MES operations at the site level. Support site-level MES change requests, impact assessment, testing coordination, documentation updates, training coordination, and adoption follow-up. Qualifications Bachelor degree or equivalent experience in Engineering, Computer Science, Life Sciences, Information Technology, or related field. Experience supporting MES implementation or site IT project coordination in manufacturing environments. Deep unde

Description: Expectations from this role:
Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines and assist project manager in day to day project execution

1.Co-ordinate and promote the effective functioning of incident/problem management activities across all of support teams
2.Contribute to the planning of application/infrastructure releases and configuration changes
3.Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence
4.Maintain knowledge base of known support issues and resolutions
5.Create and maintain application support service catalogue in coordination with other internal application teams
6.Ensure application monitoring mechanisms and performance tuning processes are in place
7.Provide input to the implementation, backup and roll-back plans
8.Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers, i.e. balance both client expectations with internal needs
9.Create monthly performance reports and publish to stake holders
10.Handle critical c***omer escalations and manage appropriate stakeholder communications
11.Organize, facilitate and lead technical teams to work to resolve major incidents
12.Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems
13.Understand departmental and company policies, procedures and business practices
14.Mentor all team members to become more effective in their roles and coach them on their career aspirations
Typical performance measures:
1.Adherence to engineering process and standards
2.Ensure that tickets/incidents are resolved by all the resources in team within allotted time frame
3.Timely publication of reports and metrics to stakeholders
4.Handling of critical escalations
5.Adhere to SLAs where applicable
6.# of non-compliance issues
7.% of incident reduction based on permanent fixes/automation/utilities
8.Productivity standard of the project
9. # of reusable components or documents created
10.Participation in Knowledge Transfer to ensure better grasp of product
11.Completion of all mandatory training requirements
12.Availability of all supported applications per defined standards
Performance Areas:

RCA
Ensure Root Cause Analysis is performed for all issues as defined by the project

Design
Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis

Maintenance
Responsible for application upgrades; ensuring troubleshooting post upgrades; in general maintenance of the entire system

Develop Strategies
Lead should develop strategies to mitigate issues arising from existing problems

Innovative Value-adds
Responsible for identifying and developing innovative value adds that benefit the project/c***omer/organization

Escalations
Ensures that escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of Contact.

Skill Examples:
1.Extensive knowledge and experience in managing and triaging Production Support incidents and issues
2.Experience working with distributed teams in different time-zones
3.Strong commitment to quality and engineering excellence
4.Ability to take up new challenges and explore new technology/tools
5.Ability to co-ordinate among multiple teams and bring out the best in team work
6.Ability to handle critical c***omer escalations and manage under highly stressful situations
7.Strong communication skills
8.Able to work in a high paced, dynamic and culturally diverse environment
9.High level of commitment, initiative, enthusiasm and vision
10.Excellent presentation and interpersonal skills
11.Prioritize workload; providing timely and accurate resolutions
Knowledge Examples:
1.Appropriate software programs / modules
2.Able to give knowledge transitions to the team when required
3.Experience in supporting enterprise c***omers
4.Provide estimates for candidate Enhancement and Defect work to be included in release
5.Operating Systems and software platforms
6.Integrated development environment (IDE)
7.Agile methods
8.Knowledge base of c***omer domain and sub domain where problem is solved

About the Company

The Fountain Group LLC

The Fountain Group provides Contingent Labor, Statement-of-Work, and Contingent-to-Permanent resources to clients with an internal/external Contingent Labor Managed Service Program or Clients without a program. The Fountain Group is committed to the belief that we all share in the responsibility to conduct our businesses in a socially and environmentally responsible manner. We base this on the premise that a company is much more than the products it offers. The effect a company has on the environment, the people and the communities it serves reflects the company’s dedication to being not only a good business, but to being a good corporate citizen. The Fountain Group believes the key to servicing a client is to identify the client demand precisely. Therefore, The Fountain Group focused its efforts on building and developing a process, which can identify an exact match for our client’s needs. Our process utilizes modern technology combined with 30+ years of Talent Acquisition experience to deliver Precision resources. Financial strength is prominent among The Fountain Group’s corporate values. The future of our business will be built on the innovation, compassion, outstanding services and technology, but a solid financial foundation is required to carry us forward to meet our business goal and support our long term vision.

COMPANY SIZE

500 to 999 employees

INDUSTRY

Staffing/Employment Agencies

WEBSITE

https://www.thefountaingroup.com/

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