- Participate in creating the SLA for the different applications.
- Develop internal team schedule for managing on call, and application ownership and communicate to business.
- Provide first line support to Users by providing analysis and resolution for routine operational application issues.
- Provide the suitable solutions for any application issue within the agreed-on SLA and based on the criticality of the issue.
- Monitor the corporate ERP to ensure service availability 24/7.
- Record and track incidents, complaints or requests. Ensure that problem tickets raised in the right channel are clearly documented and articulated.
- Collaborate with other IT teams (such as infrastructure team) in problem diagnosis and resolution.
- Support deployment of process enhancements by working with business on data collection and training key users on new functionality.
- Perform testing of solutions delivered development team to address process improvements with business process owners, and coordinate with development team for issue resolution.
- Provide end user trainings for new modules/implementations.
- Participate in analysis for new changes and required operational enhancements.
- Full responsibility for Reporting and dashboards.
- Manage all modules implementation with partner and vendor and internal stakeholders
- Full responsibility on solutions architecture and integrations
- Manage Support team
- First line support for the solutions (SFA, ERP (Dynamics 365), CRM,)
- Monitor all the different modules to ensure service availability
- Fix application related issues within the agreed-on SLA and within the change management process
- Maintain good relationships with vendors
Bachelor’s or master’s degree in computer science, Communications Engineering, Information Technology or a relevant field.8–10 years of extensive, relevant experience in business solutions and application management.Proven experience with Sales Buzz (SFA) system (mandatory).Hands-on expertise with Microsoft Dynamics 365 (ERP) systems (mandatory).Exceptional communication and interpersonal skills to collaborate effectively with cross-functional teams.Strong organizational and leadership abilities, with a track record of managing teams and driving results.