SAP Support Helpdesk Lead

DMart

12 - 20 years

25 - 35 Lacs

Thane

Posted:3 weeks ago| Platform:

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Skills Required

Helpdesk Servicenow Ticketing Tools ITSM SAP Support SAP Escalations ITIL

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Responsible to drive & manage maintenance & support, effectively towards completion in time using resources judiciously & effectively and high productivity.
Ensure all relevant incident/service request details received pertaining to SAP are allocated categorization and prioritization codes
Ensure resolution of L0/L1 level incidents/service requests like within agreed timescales
Escalate incidents/service requests that are L2 level and above to the SAP enhancement team
Ensure communication with users keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
Close all resolved incidents, requests and other calls
Provide first-line investigation and diagnosis
Manage the conduction of customer/user satisfaction call-backs/surveys as agreed
Manage the workload of support staff
Work with the security team to resolve any SAP related security issues
Assist the GRC team to conduct audit and assurance activities as per requirement
Co-ordinate with the Configuration Management team and provide necessary information as required

Preferred candidate profile

Hands on experience in an operations role in an IT department in a retail environment
Operations /Support experience on SAP systems, data center landscapes.
Working knowledge of SAP ECC with knowledge of other SAP modules
ITSM/ITIL certification is preferred
Strong analytical & problem-solving skills with ability to translate ideas into practical implementation
Excellent communication skills with ability to present and communicate effectively with both technical and non-technical audience
Ability to manage multiple tasks, deadlines and resolution of issues

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