SAP Support Manager

3 days ago

Pune, Maharashtra, India Systems Plus Solutions Full time
About This Role

Systems Plus Solutions is seeking a highly skilled SAP AMS Support Manager to join our team. As a key member of our organization, you will be responsible for delivering exceptional support to end-user customers and driving process improvements.

Job Description

The successful candidate will have a minimum of 8-10 years of SAP experience, with a strong background in project management and systems implementation. They will be responsible for managing all aspects of an account, including budget tracking, open item tracking, issue resolution, and communications with the AMS team and clients.

This role requires excellent interpersonal, written, and oral communication skills, as well as strong analytical and problem-solving abilities. The ability to work in a team environment and support a hybrid-working model is essential.

In addition, the ideal candidate will have experience managing help desks and working with Project Management (PM)/IT service management (ITSM) tools such as JIRA, ServiceNow, Zendesk, etc. A strong understanding of systems development lifecycle and system implementation methodologies is also required.

Responsibilities
  • Manage all aspects of an account, including budget tracking, open item tracking, issue resolution, and communications with the AMS team and clients
  • Deliver high SLA support to end-user customers and function as point-of-contact for escalated issues
  • Participate in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery
  • Conduct regular team meetings and performance discussions with support Functional and Technical consultants
  • Track, monitor, and report on Functional and Technical consultants, and closely manage critical client project deliverables to develop a path to issue resolution
  • Assign and manage activities based on client delivery requirements, call related issues, and/or training needs within the organization
  • Lead the business/management analysis work (direct the activities of assigned consultants who will be reviewing the client's current business processes and computer systems, define the new business processes to be implemented, and configure the systems to support the new business processes)
  • Manage the technical development work (direct the activities of consultants assigned to the development and maintenance; the design and development of interfaces and conversion programs to/from existing legacy; and general technical support in business systems analysis for our clients)
  • Oversee all training needs as required for AMS support stewards
Requirements
  • A minimum of 8-10 years of SAP experience
  • A minimum of 5 years of prior project management and systems implementation experience
  • Experience managing help desks and working with Project Management (PM)/IT service management (ITSM) tools such as JIRA, ServiceNow, Zendesk, etc
  • Demonstrated ability in successfully leading a project team
  • Strong understanding of systems development lifecycle and system implementation methodologies
  • Excellent interpersonal, written, and oral communication skills
  • Proven ability to work in a team environment
  • Ability to support a hybrid-working model at home and in the local office
  • Strong analytical skills and problem-solving skills and the ability to present and communicate findings and recommendations
  • 4-year degree in Computer Science, Information Systems, Engineering, or an equivalent discipline
What We Offer

As a valued member of our team, you will receive a competitive salary range of $120,000 - $180,000 per year, depending on experience, as well as a comprehensive benefits package, including health insurance, retirement plan, and paid time off.

About Systems Plus Solutions

We are a dynamic and innovative company that values collaboration, innovation, and excellence. Our mission is to deliver exceptional results to our clients through the application of cutting-edge technology and expertise.

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