NetSuite Support LeadManager at Arista Networks

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 systems operational health.Key ResponsibilitiesGlobal Support & Operations ManagementIncident 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 ensuring minimal disruption to global operations.Functional & Technical Support ManagementEnd-User Support: Manage support requests related to user access role permissions custom forms saved searches and general functional usage across all core NetSuite modules (O2C P2P R2R).Configuration & Administration: Oversee all aspects of NetSuite administration including user roles permissions form customization custom records workflows (SuiteFlow) and dashboards.Integration Support: Oversee the monitoring and troubleshooting of data flow and integration failures between NetSuite and integrated satellite systems (e.g. CRM EDI payroll).Release Management: Manage the impact of bi-annual NetSuite updates including testing communicating changes and ensuring all customizations remain compatible.Data Management: Ensure data integrity and quality across the NetSuite environment; manage data migrations and periodic data cleansing activitiesSOX Compliance & Audit Management (Critical)Internal Controls (SOX): Design implement document and monitor IT General Controls (ITGCs) and Application Controls (ITACs) within NetSuite processes to ensure SOX compliance.Segregation of Duties (SoD): Manage and monitor NetSuite roles and permissions to prevent SoD conflicts; implement and document appropriate compensating controls where conflicts cannot be avoided.Audit Support: Serve as the primary contact for internal and external auditors for all NetSuite-related testing. Provide clear documentation walkthroughs and evidence related to system controls change management and financial data integrity.Change Management: Own and enforce a strict SOX-compliant change management process for all NetSuite configurations customizations and deployments.Remediation: Drive the timely remediation of control deficiencies and findings identified during internal or external audits.Qualifications : BS/BA or higher in Computer Science or Management Information Systems10 years experience with ERP Mfg. /Supply chain/Finance & Accounting systems.6 years of experience in development of workflows with ERP customization platform.Deep functional knowledge of ERP core processes (Manufacturing Procure to Pay Order to CashInventory Management Accounting)Understanding of SOX compliancy requirements in financial systemsExperience working in a complex environment with multiple business teams such as Finance and Manufacturing is a mustStrong oral and written communications skills with ability to create clearly defined business requirements documents technical design documents and system architecture blueprintsCompensation InformationThe new hire base pay for this role has a salary range of $118000 to $170000. Arista offers different pay ranges based on work location so that we can offer consistent and competitive pay appropriate to the market. The actual base pay offered will be based on a wide range of factors including skills qualifications relevant experience and work location. The pay range provided reflects base pay only and in addition certain roles may also be eligible for discretionary Arista bonuses and equity. Employees in Sales roles are eligible to participate in Aristas Sales Incentive Plan which pays commissions calculated as a percentage of eligible -based employees are also entitled to benefits including medical dental vision wellbeing tax savings and income protection. The recruiting team can share more details during the hiring process specific to the role and location.Additional Information : Arista Networks is an equal opportunity employer.  Arista makes all hiring and employment-related decisions in a non-discriminatory manner without regard to race color religion sex sexual orientation gender identity national origin or any other factor determined to be unlawful under applicable federal state or law law.  All your information will be kept confidential according to EEO guidelines.Remote Work : YesEmployment Type : Full-time Key Skills Administrative Skills,Facilities Management,Biotechnology,Creative Production,Design And Estimation,Architecture Experience: years Vacancy: 1