SAP Analytics Cloud (SAC) Production Support Manager

Manager SAC Admin Lead

•Proposed designation
Admin Lead/ Manager•Role type
Lead the daily production activities•Reporting to 
KPMG Offshore Ops Lead•Geo to be supported
UK / IND•Work timings
9:30 AM to 10:30PM•Strong critical thinking and Problem solving to address technical issues .•Direct integrations with Client and business users.

Must have understanding on the banking domain.

Incident and Problem Management: Act as the primary escalation point for complex or critical production issues in SAC applications, ensuring timely resolution within agreed Service Level Agreements (SLAs).

Team Leadership: Lead, mentor, and guide a team of production support analysts, planning and prioritizing their workload and managing on-call schedules.

Troubleshooting and Analysis: Diagnose and troubleshoot complex technical issues across the application stack (data integration, data modeling, reporting, etc.) using advanced query and programming skills.

Root Cause Analysis (RCA): Conduct thorough RCA to identify underlying causes of recurring problems and implement preventative measures to enhance system resilience.

Collaboration and Communication: Work closely with business stakeholders, development teams, QA, and infrastructure teams to ensure effective communication, proper deployment of updates, and seamless support.

Monitoring and Health Checks: Oversee the monitoring of SAC systems using specialized tools (e.g., Splunk, Dynatrace) to proactively detect performance issues or anomalies.

Documentation and Governance: Create, review, and maintain comprehensive documentation, including runbooks, knowledge base articles, and standard operating procedures (SOPs).

Continuous Improvement: Identify opportunities for automation and process optimization to improve operational efficiency and stability, contributing to strategic planning for system enhancements. 

Typically requires 8-10+ years of relevant experience in production support, with significant hands-on experience in SAP Analytics Cloud (Planning and/or BI) and integration with other SAP/non-SAP systems (e.g., SAP BW/4HANA, S/4HANA, BPC).

Experience Level

Senior Level