NetSuite Support Manager

Who You'll Work With The NetSuite Support Lead/Manager will be responsible for ensuring the continuous, high-availability, and reliable operation of the NetSuite ERP system across our global enterprise. This role is a hybrid of technical expertise, functional knowledge, and dedicated service management, specifically focusing on leading a global team to provide continuous incident resolution, system monitoring, and Level 2/3 support. You will be the escalation point and the owner of the system's operational health. What You'll Do Global Support & Operations Management Incident Management: Lead the global support team to effectively triage, diagnose, and resolve all critical NetSuite production issues within defined Service Level Agreements (SLAs). Act as the primary escalation point for all incidents. Support Process Ownership: Define, document, and enforce standardized support procedures, communication protocols, and escalation matrices for all NetSuite environments. Monitoring & Proactive Maintenance: Implement and oversee robust monitoring solutions to proactively identify system health issues, integration failures, and performance bottlenecks before they impact end-users. Root Cause Analysis (RCA): Drive rigorous RCA processes for recurring incidents, translating operational failures into actionable permanent fixes, system enhancements, or training improvements. System Stability: Coordinate system maintenance, scheduled downtimes, and deployment activities, ensurin