Understand and driving the resolution of defects on a timely manner
Serve as IT applications operations & support escalation point for business users and ensure accurate & effective delivery of all vendors contracted services and SLAs
Take ownership of critical incidents, managing stakeholders (e.g. business users, senior management, IT teams) while ensuring the incident can be resolved within SLA
Support Systems and related projects, manage change process, evaluate change impact, develop test scripts and execute User Acceptance Test
Liaising with various sub-systems, Business Units and IT to ensure successful execution of System integration tests
Assist Project Manager in the planning and execution of plan
Lead the applications support team to continually improve the end user experience and customer satisfaction
Ensure audit reviews and compliance related activities are completed on time with no escalation
Identify operational risks that could compromise contractual commitments and work with relevant stakeholders to mitigate them
Produce operational monthly reports for business users & IT senior management
Requirements:
Minimum 6 years of working experience in IT
Experience with S/4Hana, SuccessFactors in SAP CPI and SAP BTP is required
A highly motivated self-starter who possess positive mindset, a doer mentality, proactive with a strong sense of ownership
Experience in managing managed services delivered services
Able to understand, appreciate and translate business problem into solutions
Strong stakeholder management including vendor management
Good business acumen and ability to negotiate with business partners
Strong customer orientation and able to manage customer expectations
An excellent communicator
Ability to work under pressure on critical incidents and possess strong interest, passion in technology and its application
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change in a fast-paced environment
