SAP Support Helpdesk Lead

1 day ago

Thane, India DMart - Avenue Supermarts Ltd Full time

KEY SKILLS AND EXPERIENCE1. Hands on experience in an operations role in an IT department in a retail environment2. Operations /Support experience on SAP systems, data center landscapes.3. Working knowledge of SAP ECC with knowledge of other SAP modules4. ITSM/ITIL certification is preferred5. Strong analytical & problem-solving skills with ability to translate ideas into practical implementation6. Excellent communication skills with ability to present and communicate effectively with both technical and non-technical audienceAbility to manage multiple tasks, deadlines and resolution of issuesKEY RESPONSIBILITIES1. 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 codes3. Ensure resolution of L0/L1 level incidents/service requests like within agreed timescales4. Escalate incidents/service requests that are L2 level and above to the SAP enhancement team5. 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 issues7. Assist the GRC team to conduct audit and assurance activities as per requirement

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