NetSuite Support Lead Manager

📋 Description

• • Own the global, 24×7 health of Arista Networks’ NetSuite ERP—be the single point of accountability for system availability, performance, and user satisfaction across 30+ countries and thousands of concurrent users.
• • Lead and mentor a distributed Level 2/3 support team (currently 8 analysts and administrators) spread across the Americas, EMEA, and APAC; set clear KPIs, run daily triage calls, and build a culture of customer obsession measured by <2-hour MTTR for P1 incidents.
• • Architect and enforce end-to-end incident, problem, and change-management workflows that map to ITIL v4 best practices; publish monthly service reviews to executives showing SLA attainment, RCA trends, and risk-mitigation roadmaps.
• • Design and maintain a proactive monitoring stack (SuiteAnalytics, Celigo, Boomi, and custom RESTlets) that surfaces integration failures, script timeouts, and governance limit breaches before users feel pain; automate remediation where possible.
• • Serve as the final escalation authority for every critical production issue—whether it’s a hung batch job in Order-to-Cash, a corrupted EDI 850 import, or an overnight GL posting failure—while keeping Finance, Supply Chain, and Sales leadership informed in real time.
• • Translate recurring incidents into permanent fixes: partner with DevOps to refactor poorly performing SuiteScripts, tune saved searches, and retire legacy workflows that violate governance best practices.
• • Own the quarterly release calendar—plan regression test scripts, coordinate sandbox refreshes, and certify that 100 % of custom code, workflows, and integrations remain functional after each NetSuite biannual upgrade.
• • Govern user access and role design to enforce SOX-compliant segregation of duties across Quote-to-Cash, Procure-to-Pay, and Record-to-Report; run quarterly access reviews and implement compensating controls where conflicts arise.
• • Act as the primary liaison for internal and external auditors—deliver walkthroughs, control evidence, and remediation plans that have passed Big-4 scrutiny for five consecutive years with zero material weaknesses.
• • Drive continuous data-quality initiatives: schedule mass updates, deduplication scripts, and currency revaluation jobs that keep the global chart of accounts, item master, and customer hierarchy pristine for executive dashboards.
• • Champion a knowledge-first culture—maintain a living Confluence space with runbooks, RCA artifacts, training videos, and “how-to” guides that reduce ticket volume by 25 % year over year.
• • Partner with Finance, Sales Ops, and Supply Chain super-users to prioritize enhancement backlogs, estimate effort, and deliver low-code solutions via SuiteFlow, saved searches, and dashboard widgets that save 1,000+ hours of manual work annually.
• • Own vendor relationships for integration middleware, managed support providers, and third-party NetSuite apps; negotiate SLAs, track performance, and manage renewals to keep total cost of ownership within budget.
• • Foster career growth for every team member—conduct bi-weekly 1:1s, sponsor NetSuite certifications, and create rotation programs that expose analysts to advanced scripting, analytics, and compliance disciplines.
• • Represent Arista at industry forums and NetSuite user groups, sharing lessons learned on scaling a mission-critical ERP in a hyper-growth, publicly traded environment.