Mô tả công việc

- Contribute to the planning of application releases and configuration changes and ensure successful implementation of all such changes.
- Work closely with Architecture Lead, Solution Lead and PMO Lead on SAP engagements and operating plan deliverable.
- Work closely with Service Provider on 3rd Line Support incidents and ensure that Incidents are fixed and supported within the agreed SLA.
- In conjunction with the other Support Leads (MES, Infrastructure), develop, implement and maintain appropriate processes and procedures in ITSM Tool to ensure efficient, effective and consistent support
- In conjunction with Project Managers / Solution Leads, ensure that new systems or major systems changes are adequately handed over to the Application Support team and can be fully supported from the required time
- In conjunction with the other Support Leads (MES, Infrastructure), design and implement appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
- Be a single point of contact for all Internal and External Audit queries related to SAP application maintenance and operations.