Manager, Application Support

Winpak is seeking a Manager, Application Support to build and lead a formal enterprise application support function while also owning initial release management responsibilities for Infor M3 ERP during implementation, go-live readiness, and early stabilization.

This role will manage the support process for ERP (Infor M3, legacy Movex), MES, Hub Spot CRM, and other current and future business applications that support manufacturing, supply chain, warehousing, finance, customer service, sales, reporting, and related operations.

During the initial spin-up period, this role will also own the monthly M3 release process, biannual feature release coordination, release readiness, business testing coordination, TaaS coordination, change evidence, and post-release validation. As the M3 footprint grows and a dedicated team is built, release management responsibilities are expected to transition into a separate ERP release management role.

• Application Support & Operations
• Build and lead Winpak's enterprise application support function for M3, Movex, MES, Hub Spot CRM, and other business-critical applications.
• Own the L2/L3 application support process, including intake, triage, prioritization, escalation, communication, resolution tracking, and backlog management.
• Establish support processes, severity definitions, service expectations, escalation paths, root-cause categories, knowledge-base standards, and operating metrics.
• Run regular support triage meetings and coordinate urgent production issues involving business users, plant teams, application analysts, IT, implementation partners, Infor, MES vendors, CRM partners, and other providers.
• Manage support for legacy Movex and MES environments during the transition to M3, including issue triage, knowledge capture, documentation, vendor coordination, and reduction of key-person dependency.
• Coordinate support for Hub Spot CRM and other business applications, ensuring defined ownership, escalation, documentation, and coverage.
• Partner with business process owners to distinguish production incidents, training issues, master data issues, configuration gaps, integration failures, reporting issues, defects, and enhancement requests.
• Support after-hours critical incident escalation for production-stopping issues impacting manufacturing, shipping, invoicing, financial close, MES/M3 integration, or other business-critical processes.
• Create and publish support metrics, including ticket volume, aging, severity, recurring issues, business impact, root cause, vendor escalations, after-hours incidents, and implementation-team support consumption.
• M3 Go-Live, Release & Transition Management
• Own application support readiness for M3 go-live, including hypercare planning, support roster, business super-user engagement, ticket intake standards, escalation processes, and transition to steady-state support.
• Own initial release management responsibilities for M3 until a dedicated release role is established, including the annual release calendar, monthly release reviews, biannual feature-release coordination, release risk assessment, and release communication.
• Coordinate with Infor, TaaS resources, application analysts, business leads, super users, and implementation partners to define high-risk regression scope and support release testing.
• Maintain change records, release-readiness evidence, business signoffs, post-release validation records, known release defects, and release retrospectives during the combined support/release management period.
• Manage the transition from legacy Movex and MES environments to M3 while ensuring continuity of business-critical operations and capturing institutional knowledge.
• Team Leadership, Knowledge & Continuous Improvement
• Hire, coach, mentor, and manage application support analysts, ensuring the team develops strong business-process knowledge and does not operate as passive ticket takers.
• Build and maintain a comprehensive support knowledge base, including known issues, workarounds, application runbooks, troubleshooting guides, access procedures, month-end support procedures, and vendor escalation paths.
• Work with business process owners…