概述

• 薪资

  9,000 MYR ~ 11,000 MYR

• 产业类别

  Software/Information Processing, IT/Telecommunications, Consulting

• 工作内容

  ENGAGEMENT REQUIRMENT
  • Report to the AMS Senior Manager
  • Lead, engage and manage a pool of clients on SAP/applications and systems
  • Work closely with SAP functional, developers and technical support groups to forge collaborative consulting services
  • Collaborate with Operation Manager on demand and capacity planning, process and security compliances, work schedules, and leave plans
  • A mediator role between clients and support team on deliveries, ticket assignments and expectations
  • Coordinate delivery and resources with team leads and Operations for ticket assignments
  • Collaborate with SAP/Software Principal representatives on defect support, patch updates or upgrades or any matters pertaining to SAP/software
  
  SCOPE OF WORK
  The SDM is expected to perform and fulfill the following scope, among others, pertinent to the position:
  • Manage a pool of local/offshore AMS clients on demand requirements, ticket deliveries and budgets
  • Point of contact for clients on all support-related matters including critical issues
  • Monitor and manage progress of users’ tickets, and provide status updates on tickets to users
  • Manage and deescalate critical incidents with the support team and Operations
  • Perform analysis on delivery performances and provide improvement recommendation or corrective actions where feasible
  • Communicate with users to work out requirements, timelines, schedule, Go-Live, or support arrangement
  • Facilitate or assist support team in solutioning for users
  • Provide reports on service performance or deliveries, and conduct review with users
  • Assist in providing strategies on client retention
  • Facilitate or follow up on support contract for renewal
  • Review and verify change request proposals from consultants
  • Able to identify and facilitate from development of opportunities to delivery
  • Plan and lead in transition of new clients to operations and conduct onboarding presentation
  • Conduct lessons learnt workshops
  • Provide peer review for quality control
  • Provide peer coaching/hands-on training if required
  • Prepare and submit weekly timesheets
  • Comply to Information Security Management System (ISMS)