SAP Support Helpdesk Lead

Role Overview: You will be responsible for driving and managing maintenance and support activities efficiently in an IT department within a retail environment. Your role will involve ensuring the timely resolution of incidents and service requests related to SAP systems, maintaining effective communication with users, and collaborating with various teams to address security and audit-related activities. Key Responsibilities: - Drive and manage maintenance and support activities efficiently, ensuring high productivity and effective resource utilization. - Allocate categorization and prioritization codes to incident/service request details related to SAP. - Resolve incidents/service requests at L0/L1 levels within agreed timescales. - Escalate incidents/service requests above L2 level to the SAP enhancement team. - Maintain communication with users regarding incident progress, upcoming changes, and agreed outages. - Collaborate with the security team to address SAP-related security issues. - Assist the GRC team in conducting audit and assurance activities as required. Qualification Required: - Hands-on experience in an operations role in an IT department within a retail environment. - Operations/support experience with SAP systems and data center landscapes. - Working knowledge of SAP ECC with familiarity with other SAP modules. - ITSM/ITIL certification preferred. - Strong analytical and problem-solving skills with the ability to implement practical solutions. - Excellent communication skills to effectively interact with technical and non-technical audiences. - Ability to manage multiple tasks, meet deadlines, and resolve issues efficiently.,