Role Mission Overall Support GovernanceResponsible for the supervision of the services provided by our Support Application.Act as SLA's keeper for SAP Area.High Level escalation point both from business and IT matters.Business IT processes keeper - Core Model's custodian.Support scope management and evolution.Transition to support - sign off for all projects with involvement of SAP area.Responsible for the accomplishment of audit requirements.Understand the internal Astara change and release management process.Ensure the coordination among other support teams to minimize the risk of disruption on business activities.Support Team RelationshipVendor Management - Ability to work with on shore/offshore teams.Support strategy keeper according to Astara Procedures and Rules.Escalation point to prioritize all requested changes and to approve the Service Requests / Change requests based on Business Impact and business requirements.Area validator for SAP and technical changes before promotion to production environments.Lead to implement preventive and corrective actions from support perspective.Work jointly with Support Team in resolution of issues including but not limited to:SAP Platforms at Astara landscapeNon-SAP Technical Platforms: Mulesoft, Azure, Salesforce.Lead the coordination with the Astara IT Leads and members.Coordination for special support activities in the SAP area.Coordination for Disaster Recovery: involved activities with other Astara Support Leads, Support Partner, Third Parties, and other IT Infrastructure Groups.Project Team RelationshipWork in coordination with Project Teams to understand support activity needed for implementation and any extra support requirement needed after go live.Be aware of projects under development and understand the impact that may have over support activities.Share demand and upcoming projects with support team (dispatchers & service coordination).Schedule Regression Testing Activities, Review testing scenarios, Regression testing coordination within IT and business, coordination with third parties if needed.Coordinate Transition for Projects to Support (Service Introduction):Planning shared activities (Go-live, hypercare, job shadowing, reverse job shadowing).Facilitate knowledge transfer sessions.Ensure project documentation is transferred to support team (IP's, Issues log, test scripts, approvals, key user's matrix).Give the signoff approval.Business RelationshipBusiness channel requests about support demand: training, improvements, special support for weekends, month end, year-end activities, and budgeting activities.Identify business contacts and update accordingly the key user list.Lead and coordinate monthly meetings with the main key users.As the function is global this requires different meetings to adapt to different time zones and locations.Channel to coordinate with business activities that may require system outages or disruption on business process.Getting business approval for changes.What Makes this a Great OpportunityOpportunity to help shape the future IT vision and support overall business growth.Become an instrumental part of a global IT team providing services worldwide to the organization, being responsible for the support of the core Platform systems.SAP Platforms: Including but not limited to Corporate ERP, Solman.Security: Guarantee the appropriate support to security and roles in the areas under scope.Act as the custodian for the Core systems in the SAP Support Areas.Infrastructure Support, Third party technical teams, and project teams.Growth potential beyond this role, managing an external team of around 20-30 people and with contact with other IT members and Business Teams.Outcomes/Success CriteriaSLA's accomplishment:Perform a weekly follow up of incoming tickets and backlog and take appropriate corrective actions in case of deviation, working with our AM partners to ensure SLA's are complied with.Manage business users' expectations working collaboratively with managed service providers, other support and other IT team leads ensuring strong governance.Ensure requests are acknowledged and resolved in a timely manner with technical expertise and a superior level of customer service.System Control:Guarantee that interfaces with third parties, jobs, and systems are working.No delay in month end / year end activities nor in other important processes to ensure our systems are working without business disruption.Ensure the appropriate issue troubleshooting and guarantee system daily review is completed, and issues have been appropriately addressed.Core Model Protection:Not Audit findings related to the area. Review all documentation to be sent for audit purposes. Execute the controls required by audits monthly or by request.
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