Business Applications Manager, Sap

**Job Description**:
**Purpose**:

- Manage Application Outsource Teams and coordinate regular support review meetings to ensure Service Level Agreements are met.
- Ensure Support calls are effectively resolved in a timely way as well as setting the priority of calls.
- Review Change Request Quotes from Application Outsource Teams and ensuring CLIENTgets maximum value from its suppliers.
- Comply with defined best practice by packaged software vendors pertaining to support and change control processes
- Ensure systems are managed efficiently, are resilient, backed up appropriately and that a DR solution is in place and tested annually with the Application/Infrastructure Outsourcing teams. This role will also feed into any business continuity planning.
- Introduce the use of Microsoft Power Apps & Power Platform tools in FFAP business environment. Be the technical support to FFAP Business IT.
- Ensure system changes comply with Corporate IT audit requirements/procedures. awareness in IT and financial audit.

**The key roles and responsibilities are as follows**:
**Teamwork & Collaboration**
Partnership with Business, other divisions of ICT team, software vendors' program, and other support teams to coordinate and facilitate the scheduling, incident triage and timely resolution of production issues.
- Work with ICT leadership team to provide required management information on a regular basis to set systems performance KPIs (Key Performance Indicators) and SLAs (Service Level Agreements).
- Co-ordinate regular support review meetings.
- Support business activities around new projects and major events in addition to scalability planning. Lead system scale initiatives to prepare for high volume events and seasonal peaks.

**Expertise**
- Responsible for overall development & execution of business production support process and incident management.
- Responsible for Business Applications Change Management.

**Performance**
Provide status update to management on critical issues, business impact and resolution plan.
- Lead critical management situations and organize support teams towards impact mitigation.
- Invoke crisis management process and follow-up on issues root cause resolution with corrective / preventive measures.
- Perform coordination for major problems and address issues resolution. Act as communication hub and setup and moderate conference calls with business and Corporate IT to address issues escalations.

**Integrity**

**Best People**
- Provides effective change leadership in driving continuous improvements and innovation in the business focus production support area.
- Recommend tools and / or processes to streamline Incident Management processes.

**Customer Focus**
- Work with IT and Project teams to ensure submitted system enhancement / changes have undergone adequate functional & volume testing before release to production.

**To succeed in this role, you will need to possess the following qualifications, skills and experiences**:

- At least 5 years information management experience in MNC
- At least 5 years of vendor management experience in a regional context
- At least 2 - 3 years in a project management role
- Degree in Computer Science / Engineering or IT related fields
- Certified in SAP ECC6.0. Knowledge of SAP B1 and SAP Basis will be advantageous
- Familiar with SAP GUI 7.7
- Familiar with the use of Microsoft Power Apps and Power Platform is advantageous
- Good project management experience. PMP certification is
- Proficient in business as well as technical writing / documentation
- Good analytical / problem-solving skills
- People oriented and good interpersonal skills in handling both internal and external resources
- Customer focus and have business sense
- Decisive, planning, organisation and leadership

Joanna Tham Pooi Kwan EA License No.: 02C3423 Personnel Registration No.: R1985398