Job Description

Job Summary

Lead L2/L3 manufacturing system support during overlapping day and night hours, ensuring shopfloor and warehouse system uptime. Collaborate with tech leaders and production users to resolve issues, test new functions, and drive continuous IT support improvements.

Responsibilities

Lead L2/L3 manufacturing system support during overlapping day and night shifts to maintain system stability and uptime
Monitor and maintain shopfloor and warehouse system health to ensure continuous operation
Perform deep backend diagnostics and root cause analysis upon issue escalation from L1 support
Collaborate with L3 and technical leaders to resolve complex system issues beyond immediate resolution
Coordinate and conduct testing of new system functions and facilitate knowledge transfer to users and support teams
Engage with production floor users to analyze system functions, participate in User Acceptance Testing (UAT), and provide hypercare for new releases
Guide and review IT knowledge base content maintained by support teammates to document key shopfloor events and promote continuous improvement
Follow IT application control policies to implement system enhancements, functional releases, and deployment activities
Continuously develop support knowledge and root cause analysis skills to strengthen the IT support team alongside the IT Support Manager

Required competencies and certifications

Bachelor's degree or higher in Information Technology, Computer Engineering, Electrical Engineering, or relevant field
Minimum 3 to 5 years of experience supporting manufacturing applications in a manufacturing environment
Proficient in spoken and written English and able to speak Mandarin for communication with IT counterparts
Experience with manufacturing execution systems (MES), enterprise resource planning (ERP), and Industry 4.0 processes
Skilled in relational databases, SQL query writing, and debugging tools for system troubleshooting
Strong analytic and troubleshooting skills to quickly and independently resolve issues in a fast-changing environment
Familiarity with software lifecycle management concepts and procedures

Preferred competencies and qualifications