SAP Support Helpdesk Lead
- DMart
- 12 - 20 years
- Mumbai
- 6 months ago
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Job Description
Role & responsibilities
- Responsible to drive & manage maintenance & support, effectively towards completion in time using resources judiciously & effectively and high productivity.
- Ensure all relevant incident/service request details received pertaining to SAP are allocated categorization and prioritization codes
- Ensure resolution of L0/L1 level incidents/service requests like within agreed timescales
- Escalate incidents/service requests that are L2 level and above to the SAP enhancement team
- Ensure communication with users keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
- Close all resolved incidents, requests and other calls
- Provide first-line investigation and diagnosis
- Manage the conduction of customer/user satisfaction call-backs/surveys as agreed
- Manage the workload of support staff
- Work with the security team to resolve any SAP related security issues
- Assist the GRC team to conduct audit and assurance activities as per requirement
- Co-ordinate with the Configuration Management team and provide necessary information as required
Preferred candidate profile
- Hands on experience in an operations role in an IT department in a retail environment
- Operations /Support experience on SAP systems, data center landscapes.
- Working knowledge of SAP ECC with knowledge of other SAP modules
- ITSM/ITIL certification is preferred
- Strong analytical & problem-solving skills with ability to translate ideas into practical implementation
- Excellent communication skills with ability to present and communicate effectively with both technical and non-technical audience
- Ability to manage multiple tasks, deadlines and resolution of issues
Job Classification
Industry: RetailFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: DMartLocation(s): Mumbai+ View Contact
Keyskills: Helpdesk Servicenow Ticketing Tools ITSM SAP Support SAP Escalations ITIL
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₹ 25-35 Lacs P.A
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