SAP Support Helpdesk Lead

Job Description: You have hands-on experience in an operations role in an IT department within a retail environment. You possess operations/support experience on SAP systems and data center landscapes, with a working knowledge of SAP ECC and other SAP modules. ITSM/ITIL certification is preferred. Your strong analytical and problem-solving skills enable you to translate ideas into practical implementation. You excel in communication, effectively engaging both technical and non-technical audiences. Your ability to manage multiple tasks, deadlines, and issue resolutions sets you apart. Key Responsibilities: - Drive and manage maintenance and support activities efficiently, ensuring timely completion using resources effectively for high productivity. - Allocate categorization and prioritization codes for all incident/service request details related to SAP. - Resolve L0/L1 level incidents/service requests within agreed timescales. - Escalate incidents/service requests above L2 level to the SAP enhancement team. - Keep users informed of incident progress, impending changes, or agreed outages. - Collaborate with the security team to address any SAP-related security issues. - Support the GRC team in conducting audit and assurance activities as required.,