Senior Manager, IT Applications Support

Description:

The Senior Manager, IT Application Support will lead and oversee all aspects of global application support across Amneal Pharmaceuticals' enterprise and business-critical systems. This role is responsible for ensuring high availability, performance, compliance, and user satisfaction for applications used in manufacturing, quality, R&D, supply chain, commercial, and corporate functions. The position will manage a geographically distributed team of internal staff and strategic partners to deliver reliable, secure, and compliant application support services 24x6.The ideal candidate will have deep expertise in application operations management, ITIL practices, vendor management, and regulated industry compliance (FDA, SOX, GxP), with the ability to collaborate effectively across global business units and IT functions.

Essential Functions:

• Global Application Support LeadershipLead and provide operational accountability for Level 2 and Level 3 application support teams across the US, India, and Ireland, including internal resources and strategic service partners.Ensure effective 24x6 support coverage for business-critical applications with clearly defined ownership, on-call coverage, escalation paths, and major incident response procedures.Oversee Incident, Problem, Change, and Request Management across the supported application portfolio in alignment with ITIL standards.Serve as the senior escalation point for critical application incidents, ensuring rapid restoration of service, effective business communication, and appropriate technical engagement.Establish and monitor SLAs and KPIs, including response/resolution time, MTTR, backlog, recurring incidents, application availability, and user satisfaction.
• Application Portfolio & Service OwnershipOwn the operational health, availability, performance, supportability, and lifecycle management of Amneal's global application portfolio.Coordinate application upgrades, patches, releases, maintenance activities, and production changes with application owners, vendors, Infrastructure, Cybersecurity, Quality, and business stakeholders.Maintain clear service ownership, support models, technical dependencies, escalation paths, and operational documentation for each supported application.Proactively identify application risks, capacity concerns, technical debt, end-of-life components, recurring issues, and opportunities for service improvement.Ensure appropriate monitoring and operational readiness are established before new applications and major releases transition into production support.Manage support for enterprise and business-critical applications, including but not limited to:ERP & Enterprise Systems: JDE, SAP BusinessObjectsQuality & Manufacturing Systems: Caliber QMS, LIMS and other regulated applicationsSupply Chain & Logistics: Coupa P2P, Manhattan WMS, Liaison EDICommercial Systems: Veeva CRM, corporate and marketing websitesOther Enterprise Applications: Additional applications transitioned into the Application Support organization based on defined support and service requirements.
• Process Excellence & Continuous ImprovementEstablish, standardize, and enforce global application support processes, SOPs, runbooks, knowledge articles, and operational documentation to ensure consistent service delivery.Drive structured Root Cause Analysis (RCA) for recurring and high-impact incidents and ensure corrective and preventive actions are completed.Analyze incident trends, service performance, and recurring support demand to identify opportunities for permanent remediation.Champion automation, proactive monitoring, AI-assisted support, self-service, and knowledge management to reduce manual effort and improve resolution times.Identify opportunities to shift support left, enabling L1/L2 teams and users to resolve common issues without unnecessary L3/vendor escalation.Continuously improve MTTR, SLA performance, application availability, support costs, and end-user experience.Establish measurable continuous-improvement targets and demonstrate tangible operational and business value.
• Stakeholder & Business EngagementServe as the primary application support escalation point for business stakeholders regarding application availability, performance, incidents, and service quality.Build strong relationships with leaders and application owners across Manufacturing, Quality, R&D, Supply Chain, Commercial, Finance, HR, and other corporate functions.Provide clear and timely communication during major incidents, including business impact, restoration status, workarounds, and resolution plans.Conduct regular service reviews with business stakeholders and application owners to review service performance, recurring issues, risks, priorities, and improvement opportunities.Partner with project and application teams to ensure new applications, enhancements, and acquisitions have appropriate production support models and operational readiness before transitioning to Application Support.Translate business priorities and application criticality into appropriate support levels, SLAs, escalation models, and resource requirements.Maintain transparency with business leadership regarding application health, service risks, major incidents, and improvement initiatives.
• Vendor & Partner ManagementManage strategic application support partners and software vendors to ensure delivery against agreed SLAs, contractual commitments, quality standards, and business expectations.Establish clear accountability between internal teams, managed service providers, and software vendors to eliminate ownership gaps and unnecessary escalation delays.Conduct regular vendor performance reviews using measurable service delivery KPIs.Identify opportunities to improve vendor performance, optimize support models, and reduce the overall cost of application support.
• Compliance & Operational ControlsEnsure application support activities comply with applicable GxP, FDA, SOX, cybersecurity, change management, and internal IT control requirements.Maintain appropriate evidence, documentation, approvals, and segregation of duties for regulated and controlled applications.Partner with Quality, Internal Audit, Cybersecurity, and application owners to address audit findings and remediate application-related control gaps.Ensure application support teams and service partners understand and consistently follow Amneal's compliance and operational requirements.

Additional Responsibilities:

• Conduct regular service reviews with business units to assess satisfaction, gather feedback, and align on priorities.
• Work closely with IT business partners to understand evolving needs and integrate them into support strategies.
• Ensure application support activities comply with SOX, FDA, GxP, and ITGC requirements.
• Maintain auditable change controls, incident records, and access management processes.
• Support internal and external audits with timely and accurate evidence.