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IS Support Lead OTC/STP/TMS

Mumbai, MH
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  • Retail & Wholesale
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Job Details

Describe the primary responsibilities of the position in order of importance and identify % of time spent on that responsibility Describe the broad function and scope of the position The purpose of the role is to ensure high quality support for all technical issues and small enhancements (Service Requests) for SAP and non-SAP applications with the outcome of reliable and robust systems performance. The role is the primary point of contact for operational excellence and small enhancements on Order to Cash (OTC), Source to Pay (STP) and Transport Management (TMS) across Asia Pacific.This role includes working with business in preparing business case, coming up with solution proposals, working with support business partner and delivering the approved solution, ensuring strong governance that will not violate regional & global template at all times.Manage E2E operations from end user, Business Process Managers (BPM), Global functional COE leads, Country / Area IS, technical teams, master data and security team.Work with COE leads on service requests alignments and if necessary, its implementation.Provide or drive for root cause analysis to achieve sustainable improvement in operational performance with two objectives - to ensure same issues do not occur again and to identify improvements or corrections needed on existing business processes from system or end user perspective. Both fall under purview of this role.Manage the business partners performance on a day-to-day basis. Lead the business partner s team of 15-25 consultants. Providing feedback from users and solution governance are important from keeping the business up & running all the time and would be the responsibility of Support Lead to take appropriate actions.Provide performance and reporting metrics for supported process areas & applications to ensure KPIs are up to Mondelezs desired standards.Act as on-call duty Support Manager for critical incidents.Work with global teams to ensure global best practices around supported streams are being implemented in AP systems & processes.EDGE (Every Day Great Execution) activities As part of regular, on-going system health check up to ensure system uptime, several system measures need to be coordinated by Support Leads as part of transformation initiatives. Activities like batch jobs improvements, system performance monitoring & tuning, archiving, technical Issue analysis, communication of best practices etc. are expected to improve overall system performance & reliability and falls under the domain of this role. These checks can be pro-active or reactive, as the situation calls for it. QualificationsCOMPETENCIES/ABILITIES These are key observable/measurable skills, knowledge and behaviors required that contribute to successful performance in the position. (e.g., drive for results, customer focus, etc.). 10 to 12 years of experience with strong exposure to support SAP, preferably in OTC, STP and TMS space.Experience with CPG (Consumer Packaged Goods) industry is a big plus.Experience in Application Support, ITIL concepts and methodology.Exceptional analytical skillsStrong problem solving skills with ability to see beyond the obviousStrong project management, system implementation, and excellent execution skillsAbility to think outside of own process stream (end to end process integration)Ability to evaluate effects of changes (business analyst capabilities)Good written and verbal English communication skillsAbility to collaborate, influence, and engage othersAbility to build and maintain productive working relationships with stakeholders and colleaguesAbility to work across globally distributed virtual teamsProfessional maturity and good business acumenAbility to cultivate an environment focused on customer satisfaction, co-operation and trustAbility to lead internal and external resources through complex challenges and develop creative solutions/optionsAbility to deal with ambiguity and changeDrive for results High level of customer satisfaction measured through direct feedback from stakeholders.Effective weekly/monthly call with business partners and stakeholders.E2E on time communications on high severity issues.Compliance to globally agreed Mondelez Service Level Agreements - Ensure technical issues are resolved effectively and efficiently including escalation as required as per the defined Mondelez Service Level Agreements.Provide root cause analysis to drive sustainable improvement in operational performanceOperational excellence and process design improvementsEnsure Service Request process is managed effectively - to comply with the global 30-60-90 forecasting process and ensure the monthly release deadlines are met with zero defect release to production.Change and Release Management process adherenceEnsure all systems changes are managed through the change and release management procesEnsure no introduced systems errors driven by new releasesAttend CRB/CCB meetings at the set frequency for the region.Own up transformation initiatives as identified by the global team for AP region in the pursuit of Best-In-Class next-gen support.Provide on-call duty support manager for out of hoursPerform out of hours support during critical incidents.Work with Critical Incident Management team and supplier team for quicker resolution of critical incidents.Ensure RCA is documented prior to closure of critical incidents.Manage support suppliers teamEnsure suppliers comply with service level agreements as agreed in the contract.Establish good rapport and cordial working relations with supplier teams to bring out the best results for AP region.Pursue SLA violation penalties that are fully aligned with company and vendor terms.Manage E2E support processes for OTC, STP and TM streamsProvide ongoing support to resolve open issues and contribute to design improvements.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 10-12


Configuration/Release Mgmt | EDP/MIS | Project Leader/ Project Manager
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