Description:

The Senior Manager, IT Application Support will lead global support for Amneal Pharmaceuticals’ enterprise and critical business applications, ensuring availability, performance, compliance, and user satisfaction across manufacturing, quality, R&D, supply chain, commercial, and corporate functions. This role manages a distributed team and strategic partners to deliver secure, compliant 24x6 support. The ideal candidate brings expertise in application operations, ITIL, vendor management, and regulated industry standards (FDA, SOX, GxP), with strong cross-functional collaboration skills.

Essential Functions:

Global Application Support Leadership

Lead Level 2 and 3 support teams across the US, India, and Ireland. Ensure 24x6 coverage for critical applications with effective on-call and escalation protocols. Oversee incident, problem, and change management in alignment with ITIL standards.

Application Portfolio & Service Ownership

Maintain operational health, upgrades, patches, and performance of global applications, including: ERP: JDE, SAP Business Objects Quality: Caliber QMS, LIMS Supply Chain: Coupa P2P, Manhattan WMS, Liaison EDI Commercial: Veeva CRM, corporate and marketing websites

Process Excellence & Continuous Improvement

Standardize support processes, runbooks, and documentation for global consistency. Drive root cause analysis and implement preventive actions. Promote automation, monitoring, and self-service to reduce manual effort and improve resolution speed.

Stakeholder & Business Engagement

Act as the primary escalation point for application performance and support concerns.

Additional Responsibilities:

Conduct regular service reviews with business units to assess satisfaction, gather feedback, and align on priorities. Work closely with IT business partners to understand evolving needs and integrate them into support strategies. Ensure application support activities comply with SOX, FDA, GxP, and ITGC requirements. Maintain auditable change controls, incident records, and access management processes. Support internal and external audits with timely and accurate evidence.