Tier1 Production Support Lead
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Responsible for Incident Management Request Management Problem Management and Event management Operational Metrics and Knowledge Management for IERP system.
Support ad-hoc governance related to internal/external audits associated with ongoing IERP production support by way of executing available reports or reporting status on incidents or problem tickets
Focus on service quality service availability and operational capability in conjunction with relevant processes and performance management.
Represent governance from Tier1 and provide status updates and highlight performance issues in the I-ERP system remove blockers for the Production support team to perform their daily operation escalate early and seek support before incident becomes an event (outages) as needed.
Lead and manage supplier team of highly skilled developers SAP consultants (MM FICO SD ABAP) catering various types of product services across multiple projects and programs.
Collaborate with other Product teams across the program to align with ITSM process stakeholder management cross-team collaboration and synchronization of effort to drive L1 support for Ford teams.
Coordinate with the leadership team and with Product Leads to solve complex incidents develop innovative metrics and collaborate with functional product teams to meet the SLA for incident management
Conduct periodic reviews on trends/metrics to meet committed SLAs and pursue ongoing improvements.
Support processes and initiatives to enhance Tier1 / L1 Support and integrity within the SAP environment in collaboration with cybersecurity and compliance teams.
- Conduct periodic reviews on trends/metrics to meet committed SLAs and pursue ongoing improvements
Responsibilities
- Knowledge and experience with SLAs OLAs BCAs and Contracts in insourced and outsourced environments.
- Exposure to internal and external audit
Experience in a supplier management role.
- Experience in managing diversified teams working across the globe with Onsite and Offshore model.
- Knowledge of production support industry trends their impact on business strategies and SAPs strategy and service delivery management.
Experience in the Month close processes Disaster Recovery Support and system performance improvement.
- Good understanding of SAP ERP functional and/or technical SAP application knowledge with strong technical and business acumen.
- Strong acumen to understand the business needs and ability to manage services in a very dynamic environment.
Qualifications
- 10 years of overall IT experience and a minimum of 6 years of relevant SAP production support experience specifically in managing SAP S4 HANA projects.
Key Skills
- History
- Insurance Management
- JDE
- Administration Office
- Catering Operations
About Company
Ford® is Built for America. Discover the latest lineup in new Ford vehicles! Explore hybrid & electric vehicle options, see photos, build & price, search inventory, view pricing & incentives & see the latest technology & news happening at Ford.
