Role Proficiency:

Ensure successful execution and completion of small to medium complex business projects as important for the organization.

Outcomes:

Design and execute small to medium complex business projects Work independently with cross functional teams to gather and analyse information and recommend solutions Identify tools and methodologies to solve business challenger within the organization or with clients Define relevant KPIs and design reporting formats to track the KPIs Identify partnership opportunities for the benefit of the organization Develop and maintain performance reports and consult with management about format distribution and purpose Review management reports and make specific suggestions recommendations actions based on the report Perform research and study of specific work problems and procedures related to UST clients or internal stakeholders and provide solution recommendations to managers Recognize and maintain confidential information

Measures of Outcomes:

# of Project implementations Quality of research and analysis # of tools and methodologies identified # of partners identified # of KPIs and reporting formats defined

Outputs Expected:

Operations:

Collect and analyze information on specific business problems or procedures
recommend and develop solutions
as required Review management reports and make specific suggestions
recommendations actions based on the report

Project/ Schedule Management:

Plan and manage small to medium complex business projects as defined within UST Identify risks and mitigation strategies and implement the same to manage simple
small projects/ modules Identify options to Fast track the schedule and plan to implement the same Estimate the work
plan and track the activities closely and report the progress on a regular basis

Team Management:

Provide feedback and enable the team to perform independently and grow

Skill Examples:

Strong analytical and problem solving skills Must be a self-starter and quick learner Ability to work in a team environment Strong written and oral communication skills Ability to handle pressure and setbacks Adaptability Ability to meet deadlines and manage multiple priorities

Knowledge Examples:

PMP certification or UST internal equivalent certification Good understanding of IT industry Experience with MS Word Excel PowerPoint and MS Visio. MS Project

Additional Comments:

Manager, IBP and Supply Chain Tech Operations. Responsibilities • Direct supervisor of a single team of Sustainment Engineers (SEs). Quarterback optimal end-user product experience, fielding technical problem/incident resolution in a timely manner for all sustain issues that may arise. • Manages the transition of products from Hypercare to Production Support (Transition to Sustain). Reviews SLAs (e.g, uptime, system performance, defect resolution, nightly data pipeline completion, etc.) to confirm they align with business requirements. • Handles incident response. Holds post-mortems to help SEs learn and grow. • Properly report sustain status to business and program leadership in the required frequency. Reporting to include System Stability and Usage Statistics, as well as updates on the Change Request Backlog. • Through your team, ensure all relevant SLAs are met, including but not limited to: uptime, system performance, defect resolution and nightly data pipeline completion. • Act as the single point of contact for any and all sustain related items for Product & Market Leadership, building a strong working relationship. • For future Product deployments, size or establish required sustain organization (adding team and resources to current sustain organization) and manage transition to sustain to properly support business during and after Hypercare • Interface with Product, Service Design, IT, Data Engineering and Data Science regarding customer or end-user feedback to shape future product roadmap and help drive adoption. • Own the Market Change Request backlog and work with Product Managers to review, approve, prioritize and schedule ongoing improvements • Establish post-deployment adoption activities to closely monitor the technical health and performance of digital products • Develop a trusted advisor relationship with Product Owners, Technical Program Managers, Software Reliability Engineering teams, and business stakeholders • Identify and implement key incident prediction and prevention opportunities to drive faster mean-time-to-resolution • Frequent communication with program leadership to sustain and shape product lifecycle, and requires to nimbly switch between strategic and tactical initiatives to achieve technical, and business goals Qualifications • 10 plus years of work experience, or 3 to 5 years of experience as a Sustain (Operations) Lead either in CPG industry or with a Top-Tier consulting firm • Good understanding around Supply chain functions and O9 Solutions. • The ideal candidate will be highly quantitative, have great judgement, able to connect dots across workstreams, and efficiently work cross-functionally across teams to ensure software is meeting customer/end-user expectations • The Sustain Lead will take a pragmatic approach resolving software incidents, including the ability to triangulate root causes and work effectively with external and internal teams to meet objectives. • Exceptional business relationship skills including the ability to communicate effectively both internally and externally. You can communicate complex technical data to a non-technical person in a concise, clear, and easily understood manner. • A firm understanding of SRE (Software Reliability Engineering) and IT Service Management (ITSM) processes with a track record for monitoring and triaging software incidents. You recognize the difference between resolving incidents and providing a seamless customer/end-user experience. • Experience in leading high performing teams • Deep hands on technical expertise, excellent verbal and written communication skills • Sharp analytical abilities and proven process engineering skills Differentiating Competencies Required: • Driving for Results: Demonstrates perseverance and resilience in the pursuit of goals. Confronts and works to resolve tough issues. Exhibits a can-do attitude and a willingness to take on significant challenges • Decision Making: Quickly analyses complex problems to find actionable, pragmatic solutions. Sees connections in data, events, trends, etc. Consistently works against the right priorities • Collaborating: Collaborates well with others to deliver results. Keeps others informed so there are no unnecessary surprises. Effectively listens to and understands what other people are saying. • Communicating and Influencing: Ability to build convincing, persuasive, and logical storyboards. Strong executive presence. Able to communicate effectively and succinctly, both verbally and on paper. • Motivating and Inspiring Others: Demonstrates a sense of passion, enjoyment, and pride about their work. Demonstrates a positive attitude in the workplace. Embraces and adapts well to change. Creates a work environment that makes work rewarding and enjoyable. Technical Knowledge and Skills: Strong ServiceNow is required.