SAP Support Helpdesk Lead

KEY SKILLS AND EXPERIENCE

1. Hands on experience in an operations role in an IT department in a retail environment

2. Operations / Support experience on SAP systems, data center landscapes.

3. Working knowledge of SAP ECC with knowledge of other SAP modules

4. ITSM / ITIL certification is preferred

5. Strong analytical & problem-solving skills with ability to translate ideas into practical implementation

6. Excellent communication skills with ability to present and communicate effectively with both technical and non-technical audience

Ability to manage multiple tasks, deadlines and resolution of issues

KEY RESPONSIBILITIES

1. Responsible to drive & manage maintenance & support, effectively towards completion in time using resources judiciously & effectively and high productivity.

2. Ensure all relevant incident / service request details received pertaining to SAP are allocated categorization and prioritization codes

3. Ensure resolution of L0 / L1 level incidents / service requests like within agreed timescales

4. Escalate incidents / service requests that are L2 level and above to the SAP enhancement team

5. Ensure communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.

6. Work with the security team to resolve any SAP related security issues

7. Assist the GRC team to conduct audit and assurance activities as per requirement