Manager - SAP

Job Title : Manager SAP

Roles & Responsibilities:

Responsible for Application Support for SAP S4H Public Cloud, SAP Concur, HubSpot, DarwinBox, Service Now, Plan View & custom applications

• Manage overall prioritizations between production incidents/problems, release management, upgrades, and new application implementation
• Track and report on metrics for tickets assigned to and handled by the Application Support team
• Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction
• Lead and triage incidents and service requests assigned to team queues in ServiceNow
• Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA’s
• Develop knowledge management database for employee self service of incidents
• Conduct monthly meetings with super users and support team for monthly production release and support status update
• Should have familiarity with the compliance and audit requests including monthly internal reviews, quarterly IT self-testing, semi-annual internal audits and annual external audits
• Familiarity with SAP Public Cloud including IAS, C4P, MDI, ALM, DRC, MBC, Ariba CIM

Additional Skills:

Project Manager with Application Support background, overall 10-15 years experience, with at least 5 years in SAP

• Certifications – PMP / Prince , ITIL
• Exposure to SAP environment comprising S4H Public Cloud, IAS, C4P, MDI, ALM, DRC, MBC & Ariba CIM .
• Strong analytical, problem solving skills
• Excellent written and verbal communication skills with the ability to impart ideas in both technical and user-friendly language
• Strong Coordination skills and negotiating with stakeholders to prioritize CRs / Projects
• Ability to acquire new knowledge, adapt to rapidly changing SAP technologies