It manager - Kuala Lumpur, Malaysia - Persolkelly

    Persolkelly
    Persolkelly Kuala Lumpur, Malaysia

    1 week ago

    PERSOLKELLY background
    Full time
    Description

    Location:
    Federal Territory of

    Kuala Lumpur Kuala Lumpur Work Type:
    Full Time Salary: 12,000 to 20,000 Swedish MNC Attractive Remuneration E&E Industries IT Manager Who You Are Process Management

    • Work closely with the Vendor AM&D team and ensure adherence to processes, agreed metrics and KPIs.
    • Interact with business stakeholders regularly to build relationships and ensure high customer satisfaction
    • Work with IT BRMs and Business SMEs to identify Continuous improvement Project opportunities
    • Work with AM&D Team to review and provide recommendations to continuously improve core AMS & AD processes
    • Perform reviews of major incidents, major problems, and/or changes, as per assigned processes Incident Management
    • Ensure service failures are recorded and managed diligently in Service Now
    • Ensure that SAP services is restored at the earliest appropriate opportunity.
    • Escalate support issues to Global Basis, Compliance, AMS Teams, as the case may be
    • Ensure escalation procedures are well defined & activated as necessary. Problem Management
    • Facilitate Root Cause Analysis (RCA) – Investigate, document, provide preventative solution, of service failures.
    • Proactively identify and develop strategies to avoid potential causes of service failure.
    • Maintain FAQs, Knowledge base problems & resolution details Change Management
    • Interface with Change Advisory Board, in accordance with existing Change processes.
    • Attend Change Advisory Board meetings to secure required approvals
    • Ensure Business, Program and AM&D Teams are aligned on change, schedule etc. Service Management and Support
    • Provides troubleshooting, problem analysis, debugging, and resolution of assigned system issues.
    • Utilizes existing reports, or compiles data, to analyze helpdesk performance, identify trends and recommend solutions.
    • Develop prevention strategies based on tracking and trending analysis
    • Provides effective training and support
    • Performs other duties as assigned Operations Support
    • Utilizes operational support systems including Change Control, Problem Management, and other systems as required.
    • Ensures all service issues and requests are handled effectively within the team.
    • Facilitates the disbursement of new knowledge gained during troubleshooting and research throughout the AMS team.
    • Provides analysis of issues to Delivery Management including RCA, work arounds, and permanent solutions.
    • Identify areas for customer education and training activities.
    • Coordinates AMS team activities, manage customer expectations, and reviews resource feedback.
    • Assists in the development of quality assurance standards, procedures, documentation, and controls for AMS operation.
    • Motivates and guides team members to continuously improve performance deliverables, identifies training or skill set needs, and addresses with AMS team and management as applicable.
    • May assist with calls during peak times. Qualifications
    • 14+ years of total SAP-ECC experience with specialization in any one or more SAP Module such as SD, MM, FICO
    • Experience of at least 3-4 SAP Projects including Implementations, Rollouts, Upgrades etc.,
    • Leadership experience in Application Management Services & Development for a large organization with SAP as the core platform
    • Strong experience in working with Service Now or equivalent tool
    • Must have experience working with Vendor teams for Support & Projects
    • Fluency in English is mandatory
    • Exposure to Non-SAP ERP systems will be an added advantage