System Excellence Manager SAP

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System Excellence Manager SAP

Location: Bangalore

Your role

The System Excellence Manager SAP ensures proper implementation of the Service Level Management for the ERP system(s) and service(s) under his/her responsibility. This includes the implementation of appropriate systems enhancements following established processes to meet compliance and security requirements. The System Excellence Manager SAP will interact with the Business facing organization to plan the service portfolio and monitor the overall service performance. This will be done by leveraging delivery capability provided by internal stakeholders and external partners.

In this role we require an excellent knowledge of ITIL foundation and SLM processes combined with a good understanding of associated IT SM systems. Thus he/she should be in the position to consult service delivery manager to find suitable and sustainable solutions meeting service reporting requirements.

Responsibilities

Ensure customer satisfaction through proper solution design delivery, system/application life cycle management and service performance monitoring while maintaining necessary internal (process, security, vulnerability, audit readiness) and external (e.g. GxP, FSA, KRITIS, GDPR, license) compliance.

System and Application Management

• Secures audit readiness and find resolution. Manages external audits, e.g. FSA or KRITIS (Critical Infrastructure)
• Performs application monitoring, e.g. security threats or vulnerabilities
• Manages patching, SPS, SAP Notes implementation at system and application level etc.
• Responsible for Network and Information Security, e.g. NIS2 or ISO 27001

Operational Vendor Management & Reporting

• Report vendor service performance against below processes
• Establish the required improvements plan as per identified gaps and/or defined requirements
• Secure timely issuance of periodic performance report and annual service reviews

Incident Management, Problem Management & Automation

• Ensure Service Management Reporting as per Service Catalog and per stakeholder/business requirements (e.g. availability, effectiveness and efficiency of ticket handling, user satisfaction/adoption)
• Ensure proper Service Lifecycle Management and Capacity Management across a set of Application Services
  • SLAs under proper lifecycle management
  • Service-related data available in concerned repositories/tools (e.g. HPSM, SNow, CMDB, GEAR, etc.) and maintained with good data quality
  • CAPA management and downtime reporting with regards to application outages
  • Develop Disaster Recovery Plans and manage DR Tests
• Support optimization and harmonized implementation of Service Management framework

Who you are:

Education/Professional Experience

• Bachelor/Master degree or equivalent in Computer Sciences and/or Business Administration
• 10-year experience in software or applications services
• 5-year experience within an international environment

Skills & Competencies

• Strong capabilities to develop concepts and drive their implementation in a pragmatic manner
• Team player and experienced to work in a matrix organization
• Solid foundation in IT service management methodology (ITIL)
• Familiar with Performance Management and Dashboard solutions
• Understanding of Security & Quality standards
• Strong written and oral communication skillsTechnical skill and SAP skills

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