Job Responsibilities:
- Responsible to ensure, the AMS operation tickets are closed adhering to meeting SLA as stated to customers.
- Responsible to ensure with AMS Team that the IT recurring Issues are analyzed, addressed based on the priority and show the reduction of issues in numbers on a quarterly basis.
- Responsible to ensure with AMS Team that the Biz recurring issues are analyzed for triggering any Training/User manuals/etc and show the reduction of issues in numbers on a quarterly basis.
- Responsible for ensuring that application software fixes and new functions are consistent in design and functions as the existing Systems.
- Responsible to ensure with AMS Team for resolving Integration issues with SFDC – Deep dive analysis of SAP-SFDC integration issues, classification of issues and permanent fixes, with the result showing reduction of tickets on a monthly basis.
- Responsible to be the central point of contact between Business/Local IT Team and SAP AMS team for resolving technical issues and ageing tickets escalations.
- Responsible for zero defects with quality checks and deliverables meeting on time committed delivery to Biz from operational tickets solutions/CRs executions and Projects supported by AMS Team.
- Responsible for operational improvements and enhancements from AMS side for adding Biz values and show the results before and after change.
- Responsible to ensure the Regression Tests for Projects to ensure no impact to Biz by alerting project team.
- Responsible to get Project Transition handover to AMS is reviewed and validated for smooth support transition.
- Analyze the Operational Statistics and its trend for AMS Team to realize to ensure the stability to the system continuously.
- Responsible to ensure the Panaya Tool is utilized by the AMS Team for Regression Tests/Functional Tests/Project usage effectively.
- Responsible to support SOX Audit for internal and external audit team.
- Responsible for informing the Biz Users and manage the situation, as early as possible, of any impending slippage in the delivery dates and any matters likely to impede the service level of the contract.
- Responsible to hold meetings with Sales Companies Regularly on AMS outstanding matters and providing updates on the resolution and keep them updated on the progress and set expectations on the deliverables with schedule.
- Responsible to review the solutions proposed by the AMS team before these are presented to the Biz user.
- Propose process improvements and discuss with COE team for cases where operational tickets volume is high to consider the design change solutions for better customer experience.
- Managing offshore/nearshore resources with optimal cost to AMS Team.
- Responsible to Manage internal and external stakeholder communication when required.
- Providing progress and status reports to management on the current on-going topics weekly and highlight those require management attention and support.
Job Requirements:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- 7 to 10 years of experience in SAP implementation and management.
- In-depth knowledge of SAP modules such as FICO, MM, SD and BW.
- Strong project management skills with experience in SAP implementation projects.
- Ability to analyze business processes and recommend SAP solutions.
- Proven ability to lead and motivate a team.
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Ability to work collaboratively with cross-functional teams.
