Job Description
Role:- SAP Project Manager Location:- Wilmington DE/ Washington DC (Onsite) Mode of Hire:- FullTime The role of a Manager for SAP Support involves overseeing the support and maintenance of SAP systems, ensuring timely resolution of incidents, problem tickets, and service requests. The responsibilities include:
Incident Management & Service Request Fulfilment: Coordinate incident resolution and service request fulfilment across the ticket lifecycle. Focus on aging of tickets, provide daily dashboards, and follow up with support teams to ensure timely resolution of tickets
Problem Coordination: Hold problem review calls with support teams, ensure that the Root Cause Analysis (RCA) is produced as per the SLA timelines, and use best practices such as Pareto Charts and 5 Whys during RCA
Change & Release Management: Hold CAB meetings with relevant stakeholders, maintain the release calendar by coordinating with business users and support teams, and ensure that changes do not impact BAU processes
Availability Management: Ensure that systems are available to end users, perform reporting on non-availability of systems, and manage major incidents by activating a physical/virtual war room to facilitate collaboration among different resolver groups
Process Harmonization: Analyse the AS-IS Service Management Processes across various service lines (Infrastructure and Application), identify gaps in the processes, and act to reduce the number of transfers between different resolver groups
Reporting to Client Management: Proactively monitor the health of SAP systems, set thresholds, alerts, and reports to be mailed to key stakeholders. Conduct weekly and monthly service reviews with clients, provide detailed reports on system performance, incident resolution, and service request fulfilment. Ensure transparency and maintain regular communication with client management to address any concerns and provide updates on ongoing projects
Generating Reports from Ticketing Tools: Utilize ticketing tools like ServiceNow to generate operational metrics and standard reports. Customize reports to meet specific client requirements and provide insights into ticket resolution times, system performance, and service quality
Monitoring the Work of the Team and Team Management: Oversee the daily activities of the support team, Provide guidance and support to team members, conduct regular performance reviews, and implement training programs to enhance team skills and knowledge. Foster a collaborative and productive work environment, and address any team-related issues promptly to maintain high levels of team morale and efficiency
Transition from Incumbent Vendor: Develop and execute a comprehensive transition plan to ensure a smooth handover from the incumbent vendor. This includes knowledge transfer sessions
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company. Diverse Lynx
Job Tags
Full time, Remote job,