Job Description

Job Scope:

• Manage Application Outsource Teams and coordinate regular support review meetings to ensure Service Level Agreements are met.
• Ensure Support calls are effectively resolved in a timely way as well as setting the priority of calls.
• Ensure the integrity of the business applications landscape (functional consistency especially for off the shelf packages like SAP) and proactively working with 3rd Parties to ensure it is patched and maintained in line with current best practice.
• Review Change Request Quotes from Application Outsource Teams and ensuring company gets maximum value from its suppliers.
• Comply with defined best practice by packaged software vendors pertaining to support and change control processes
• Ensure systems are managed efficiently, are resilient, backed up appropriately and that a DR solution is in place and tested annually with the Application/Infrastructure Outsourcing teams. This role will also feed into any business continuity planning.
• Business applications refer to SAP ERP systems, eCommerce systems and other custom developed systems (e.g., equipment tracking, budget authorization).
• Introduce the use of Microsoft Power Apps & Power Platform tools in company\'s business environment. Be the technical support to Company\'s Business IT.
• Ensure system changes comply with Corporate IT audit requirements/procedures. Awareness in IT and financial audit.
• The key roles and responsibilities are as follows:
• Partnership with Business, other divisions of ICT team, software vendors\' program, and other support teams to coordinate and facilitate the scheduling, incident triage and timely resolution of production issues.
• Expertise: Responsible for overall development & execution of business production support process and incident management and Business Applications Change Management
• Performance: Provide status update to management on critical issues, business impact and resolution plan.

Requirements:

• At least 5 years information management experience in MNC
• At least 5 years of vendor management experience in a regional context
• At least 2 - 3 years in a project management role
• Degree in Computer Science / Engineering or IT related fields
• Certified in SAP ECC6.0 - a plus. Knowledge of SAP B1 and SAP Basis will be advantageous
• Familiar with SAP GUI 7.7
• Familiar with the use of Microsoft Power Apps and Power Platform is advantageous
• Good project management experience. PMP certification is a plus.
• Good interpersonal and communication skills, both written and verbal.
• Proficient in business as well as technical writing / documentation
• Good knowledge in application deployment & solutioning
• Good analytical / problem-solving skills
• People oriented and good interpersonal skills in handling both internal and external resources
• Customer focus and have business sense
• Decisive, planning, organisation and leadership

Sharma Kristine Joy Padua License No.: 02C3423 Personnel Registration No.: R2090931

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