SAP Support Helpdesk Lead

2 weeks ago

Thāne, Maharashtra, India DMart Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & 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. Close all resolved incidents, requests and other calls
  7. Provide first-line investigation and diagnosis
  8. Manage the conduction of customer/user satisfaction call-backs/surveys as agreed
  9. Manage the workload of support staff
  10. Work with the security team to resolve any SAP related security issues
  11. Assist the GRC team to conduct audit and assurance activities as per requirement
  12. Co-ordinate with the Configuration Management team and provide necessary information as required

Preferred candidate profile

  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
  7. Ability to manage multiple tasks, deadlines and resolution of issues

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