Production Support Lead - SAP ERP

Tier1 Production Support Lead

• Responsible for Incident Management, Request Management, Problem Management and Event management, Operational Metrics and Knowledge Management for IERP system. 

• Support ad-hoc governance related to internal/external audits associated with ongoing IERP production support by way of executing available reports or reporting status on incidents or problem tickets

• Focus on service quality, service availability, and operational capability in conjunction with relevant processes and performance management.

• Represent governance from Tier1 and provide status updates and highlight performance issues in the I-ERP system, remove blockers for the Production support team to perform their daily operation, escalate early and seek support before incident becomes an event (outages), as needed.

• Lead and manage supplier team of highly skilled developers, SAP consultants (MM, FICO , SD, ABAP) catering various types of product services across multiple projects and programs.

• Collaborate with other Product teams across the program to align with ITSM process, stakeholder management, cross-team collaboration, and synchronization of effort to drive L1 support for Ford teams.

• Coordinate with the leadership team and with Product Leads to solve complex incidents, develop innovative metrics, and collaborate with functional product teams to meet the SLA for incident management

• Conduct periodic reviews on trends/metrics to meet committed SLAs and pursue ongoing improvements.

• Support processes and initiatives to enhance Tier1 / L1+ Support, and integrity within the SAP environment, in collaboration with cybersecurity and compliance teams.

• Conduct periodic reviews on trends/metrics to meet committed SLAs and pursue ongoing improvements

• Knowledge and experience with SLA’s, OLA’s, BCA’s and Contracts in insourced and outsourced environments.
• Exposure to internal and external audit

• Experience in a supplier management role.

• Experience in managing diversified teams working across the globe with Onsite and Offshore model.
• Knowledge of production support industry trends, their impact on business strategies, and SAP’s strategy and service delivery management.

• Experience in the Month close processes, Disaster Recovery Support and system performance improvement.

• Good understanding of SAP ERP, functional and/or technical SAP application knowledge with strong technical and business acumen.
• Strong acumen to understand the business needs and ability to manage services in a very dynamic environment.

• 10+ years of overall IT experience and a minimum of 6 years of relevant SAP production support experience, specifically in managing SAP S4 HANA projects.

Experience Level

Senior Level