NetSuite Support Manager

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox NetSuite Support ManagerFull-timeCompany DescriptionArista Networks is an industry leader in data-driven, client-to-cloud networking for large data center, campus and routing environments. What sets us apart is our relentless pursuit of innovation. We leverage the latest advancements in cloud computing, artificial intelligence, and software-defined networking to provide our clients with a competitive edge in an increasingly interconnected world. Our solutions are designed to not only meet the current demands of the digital landscape but to also anticipate and adapt to future challenges.At Arista we value the diversity of thought and perspectives that each employee brings to the table. We  believe that fostering an inclusive environment, where individuals from various backgrounds and experiences feel welcome, is essential for driving creativity and innovation.Our commitment to excellence has earned us several prestigious awards, such as Best Engineering Team, Best Company for Diversity, Compensation, and Work-Life Balance. At Arista, we take pride in our track record of success and strive to maintain the highest standards of quality and performance in everything we do.Job DescriptionWho You'll Work WithThe 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 system's operational health.What You'll DoGlobal 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...