Manager - Support (IFS ERP)

Inivos is a globally recognized Enterprise Solution provider and authorized IFS Channel and Services partner. Our dedicated team of consultants, developers, and quality engineers has set new standards across multiple industry verticals, achieving remarkable business success. Within just six years, we've established a strong client base across 8+ continents, demonstrating our leadership in innovative solutions. • Own and manage overall IFS ERP application support operations across all support customers and environments. • Lead, mentor, and develop L2/L3 support teams, ensuring strong technical capability and domain knowledge. • Define and govern support processes, KPIs, SLAs, OLAs, and escalation models. • Act as the senior escalation point for critical incidents, major issues, and customer concerns.   • Ensure timely incident resolution, root cause analysis, and preventive actions to minimize recurrence. • Drive continuous service improvement initiatives to enhance support efficiency and customer experience. • Collaborate closely with delivery, implementation, cloud, and infrastructure teams for smooth handovers and stable operations. • Manage change requests, minor enhancements, patches, and upgrades in coordination with customers and internal teams. • Ensure compliance with ITIL best practices, security policies, and organizational governance standards. • Monitor support metrics, prepare management reports, and present service performance to internal leadership and customers. • Support presales and transition activities by contributing to support models, effort estimations, and proposals. • Build long-term customer relationships and act as a trusted advisor for IFS application support matters.