As part of our Manufacturing Problem Management Team, you will be the last tier of support for Vistaprint’s numerous Manufacturing Sites (Windsor, Venlo, Deer Park, Bhiwandi, Kisarazu, Reno, etc.
You will become an expert on our internal systems and provide support ranging from print-production to customer care to data analysis.
A problem’ is anything that costs the plant money, that otherwise should not. This primarily involves unplanned interruption to or the reduction in quality of an IT service.
Example problems include a bug in our proprietary manufacturing software, mechanical failure of a printing press, network outage or stock shortages.
Manufacturing Problem Management is a support function. Officially part of Vistaprint’s Platform Reliability domain, Manufacturing Problem Management works closely with Vistaprint’s Software Development, Manufacturing, Analytics, Customer Care and Marketing organizations to triage, prioritize, contain, route, resolve, and report on urgent Incidents.
Determine scope and impact of Manufacturing incidents, escalate to Development, Manufacturing, Marketing, Analytics and / or Customer Care Groups, and track incidents through resolution.
Understand, mitigate, and minimize business loss due to Manufacturing incidents. This requires an understanding of our entire value chain, from website to logistics.
Report out on incidents and associated impact.
Improve impact and uptime measurement models.
Documenting and conducting debrief meetings, following manufacturing incidents
Build strong relationships with Manufacturing, Analytics, Development, Marketing and Customer Care Groups.
Document manufacturing specific Manufacturing Incident Management processes.
Creating reports and alerts to act as quick indicators of incidents and plant health
Work closely with the local and global Manufacturing IT Teams and MSW / FSW Development Teams.
Analyze data to suggest CI opportunities or create / maintain wiki’s / walkthroughs to streamline future resolutions.
Provide on call support when needed.
Post-Secondary in Computer Science / CIS / MIS / Engineering or equivalent certification or work experience.
Strong Capacity for logical thinking, with the ability to understand the inter-relationships among complex applications and systems.
Must be a creative problem solver.
Excellent writing, communication, organization, and teamwork skills required. Ability to balance conflicting team member goals effectively.
Ability to manage problems outside of one’s area of expertise (and probably not yours to fix).
Willingness to be single point of contact for a 6000+ person organization when the need arises.
Ability to manage multiple concurrent tasks effectively, to prioritize rapidly and accurately, and to understand tradeoffs.
Project Management experiences a plus.
Proven ability to systematize solutions.
Good working knowledge of SQL is critical, though can be learned on the job by the ideal candidate. Programming skills in VB, VB.
Prior experience using help desk or ticket tracking software preferred.
Prior experience with Help Desk, Network Operations, or Systems Analysis a plus, but not required.
Prior experience with manufacturing (esp. Printing Presses and technology) a plus.
Understanding of enterprise level networking, software deployment, and IT infrastructure a plus.
Extremely flexible work hours allowing interaction with various team members who will work in opposite time zone, local shift coverage, as well as providing on call support.
Ability to react quickly in an ever-changing environment
Exceptional interpersonal and communication skills
Strong documentation and organizational skills
Able to work autonomously