Production Support Lead

The Production Support Lead will be part of the Cloudera Finance Systems (FSO) group.  The support lead will be responsible for providing the first line of support for all finance systems production issues and bugs.  The lead will be required to work the US time zone initially as the support team expands to provide global coverage for all of Cloudera international entities.

Responsibilities

• Monitor, triage, and address all production support tickets created via the JIRA portal or via email for finance applications.  Work with business users to resolve issues based on defined SLAs
• Responsible for prioritization of incidents, and ensure that the incidents are completed in a timely and high-quality manner; the lead will be responsible for application upgrades and troubleshooting post upgrades
• Establish and maintain a support knowledge base repository on common issues
• Partner with finance systems business analysts on enhancements such as reporting, minor configuration changes submitted via the JIRA portal
• Partner with QA engineer to test fixes in a sandbox prior to production deployment
• Schedule knowledge transfer sessions with the BSA team on enhancements prior to production deployments to ensure support team is adequately trained on system functionality
• Responsible for the creation and maintenance of Standard Operating Procedures (SOPs) and other documentation related to finance systems maintenance activities
• Perform quarterly SOX audits on system configuration changes for NetSuite ERP
• Provide Concur and Netsuite support for employees in all Cloudera’s global locations. Work with vendor’s 24/7 support as needed to resolve priority issues
• Work with IT helpdesk to ensure triaging of tickets is appropriate to business and finance systems
• Process user deactivations upon employee/contractor termination in NetSuite and Concur
• Gather and publish support metrics to IT management

Experience

• Computer Science, Management Information Systems or related degree
• 7-10 years of experience supporting ERP and other finance systems in Order to Cash (Revenue, AR), Procure to Pay, Record to Report (General Ledger, Fixed Assets) areas
• Experience with Netsuite Financials and Concur support highly preferred
• Excellent oral and written communication skills
• Ability to handle multiple projects and responsibilities with competing priorities

Job Perks

Health and wellness

• Comprehensive medical, dental, and vision plans
• Life & disability
• On-site gyms at various locations
• Gym reimbursement
• Employee assistance program

Financial

• Competitive Retirement saving plans
• Employee Stock Purchase Program
• Flexible spending accounts
• Equity
• Variable incentive plans
• Commuter checks

Family

• Paid medical disability & child bonding leaves
• Family youth intern program
• Bring Your Child to Work Day
• Bring Your Parents to Work Day

Personal growth

• Volunteer time off policy
• Quarterly team building offsites
• Seminars
• Tuition reimbursement
• Hackathons
• Mentorship of interns

Perks

• Generous time off policies
• Free and catered lunches based on office location
• Casual dress code
• Social gatherings
• Discount programs
• T-shirt enthusiasm

Global

• Global wellness challenges
• Business travel insurance
• Redpoint global crisis management services