Manages day-to-day SAP operations, ensuring smooth support, issue resolution, change execution, and end-user service quality. Works under the direction of the management to execute the SAP operations strategy.
Key Responsibilities
- Daily SAP Support & Operations Execution: - Manage L1 L3 operational support across assigned SAP modules. Drive issue resolution, troubleshooting, and coordination with different teams. Review SAP application performance, batch jobs, and integration queues.
- Incident, Request & Problem Management: - Handle incidents, service requests, and root-cause analysis. Escalate high-impact issues to the management with recommended actions. Ensure SLAs and ITSM processes are followed.
- Change & Configuration Management: - Execute change requests, validate functional configurations, and support testing. Prepare UAT, verify change quality, and coordinate transport movements.
- Operational Readiness Support: - Support release cycles, regression testing, cutover tasks, and environment readiness. Maintain documentation, knowledge base articles, and runbooks with the help of all team members.
- Stakeholder Communication: - Engage with business users on issues, changes, and UAT support. Provide weekly operations reports to the management.
- Vendor Coordination: - Follow up with Support and software vendors on tickets and escalations and track vendor actions
- Team Leadership: - Supervise SAP support team reporting to him. Allocate workload and ensure documentation quality.
Bachelor's degree in Information Technology, Computer Science, or a related field.
- 7+ years of experience managing SAP application operations or similar roles.
- Proficient in SAP modules and tools, with a solid understanding of integration and functionality.
- Demonstrated experience in managing application support and service delivery.
- Strong analytical, troubleshooting, and problem-solving skills.
- Exceptional communication skills, with an ability to work collaboratively across teams.
- Experience in performance optimization and system monitoring is desirable.
- Relevant SAP certifications are a plus.
