Collaborative Team EnvironmentAs the NetSuite Support Manager at Arista Networks, you will play a pivotal role in ensuring the uninterrupted and dependable operation of our NetSuite ERP system across our global enterprise. This position blends technical proficiency, functional expertise, and dedicated service management, with a primary focus on leading a global team to deliver continuous incident resolution, system monitoring, and Level 2/3 support. You will serve as the escalation point and steward of the system's operational integrity.Key ResponsibilitiesGlobal Support & Operations ManagementIncident Management: Lead a global support team to efficiently triage, diagnose, and resolve critical NetSuite production issues within established Service Level Agreements (SLAs) and act as the primary escalation point for all incidents.Support Process Ownership: Develop, document, and enforce standardized support procedures, communication protocols, and escalation matrices tailored for all NetSuite environments.Monitoring & Proactive Maintenance: Implement and manage comprehensive monitoring solutions to proactively detect system health issues, integration failures, and performance bottlenecks before they affect end-users.Root Cause Analysis (RCA): Lead thorough RCA procedures for recurring incidents, translating operational failures into actionable permanent fixes, system enhancements, or training updates.System Stability: Coordinate system maintenance, scheduled downtimes, and deployment activities while ensuring minimal disruption to global operations.Functional & Technical Support ManagementEnd-User Support: Manage support requests regarding 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: Supervise 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 activities.
Feb 2, 2026