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AMS Basis Delivery Manager

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Position Description:

The Managed Cloud / Application Management Support Basis Team Lead will assume responsibility for the direction, planning and management of all activities undertaken by their Basis Team as well as for providing customer management, system administration, and SAP Basis support for customer SAP landscapes, as required.

 

OPERATIONS MANAGEMENT

  • Provides on-site basis support at the customer, possibly serving as the customer’s itelligence Basis account lead.
  • Manages their itelligence SAP Basis support team and assigned offshore resources in areas such as; adherence to customer support processes, technical planning, workload coordination, project management, and professional mentorship.
  • Supports the oversight and coordination of workload shifting to offshore support team members.
  • Responsible for ensuring that their Basis Team members adhere to contractual service level agreements in responding to alerts, customer requests, and other SLA requirements.
  • Monitors their team’s Service Desk queues and ensures requests are being completed in a timely manner.
  • Participates in regular Managed Cloud Operations Meetings in order to ensure that all Managed Cloud teams work together to meet the organization’s goals.
  • Recommends, assists in implementation of, and ensures compliance with the policies and procedures affecting delivery of Basis services to itelligence Managed Cloud customers.
  • Manages resource availability for effective delivery of both day-to-day and project SAP Basis support.
  • Participates in the setting of objectives, strategies, plans, programs, performance standards/measurements and procedures, as a member of the itelligence Managed Cloud leadership team.
  • Participates as a member of the itelligence Managed Cloud Change Advisory Board (CAB) in order to provide input into the assessment, priority, and scheduling of Very High Impact changes.
  • Manages general Basis support requests and build requests for internal SAP systems, supporting all lines of business.

 

 

 

PERSONNEL MANAGEMENT

  • Responsible for aiding in the staffing of their team members on possible AMS and Consulting projects.  This could include working with project managers or actual customers to staff team members on various projects.
  • Responsible for the general supervision, direction, and advancement of their team members and provides input into corrective action as appropriate.
  • Provides coaching and support to their team members in areas such technical problem solving, workload management, and soft skills.
  • Coordinates, monitors, and approves PTO requests from team members, and ensures proper coverage of workload.
  • Ensures the development of Basis team members to improve and expand both technical skills and soft skills that will facilitate excellence in delivery of itelligence Outsourcing services.
  • Develops training plans, objectives, and learning tracks to enable Level 2 Basis team members and Service Desk team members to increase their Basis knowledge and skills in preparation for advancement to Professional and Senior Professional levels.
  • Works to ensure all Basis team members follow itelligence Managed Cloud standards with respect to documentation, processes, and procedures.
  • Responsible for ensuring off-shore resources are being utilized effectively and efficiently, and for developing and monitoring support processes to ensure target offshore resource utilization is met.
  • Performs the annual reviews of their team members in accordance with itelligence policies and guidelines. 

 

OTHER DUTIES

  • Preparation of reports and support documentation as required by members of the itelligence Managed Cloud management team.
  • Responds to special requests from internal customers (e.g. Basis Teams, IBS Team, Maintenance Team, AMS Team, etc).
  • Assists in day to day technical support as necessary to supplement and backfill capacity when team members are unavailable due to PTO, sick days, high workload, etc.
  • Other duties as assigned.

 

POSITION REQUIREMENTS/QUALIFICATIONS

  • Four year (bachelors) degree required.
  • Must have (1) Ten years of IT services experience which must have included,  (2) eight years of SAP Basis Administration support, and (3) management of SAP components on one or more of the following platforms: Windows Server, Unix/Linux; and at least two of the following databases: MSSQL, DB2, Oracle, Sybase, and HANA. 
  • Must demonstrate ability to coach and mentor team members, and to drive customer conflict resolution as required.
  • Must meet or exceed itelligence general consulting competencies of Personal Skills, Results Orientation/Quality Management, Customer Management, Leadership, and Corporate Development.
  • Excellent oral and written communication skills, along with the ability to communicate to customer representatives ranging from skilled professionals to C-Level managers.
  • Must be willing to fulfill on-call duties on a regular rotation, covering 24x7 hours during the weeks assigned.
  • Ability to work normal working hours (excluding on-call and occasional after hours work), which are defined as weekdays during Eastern or Central time zone business hours.
  • Ability and willingness to occasionally work off hours for meetings with offshore support teams, and / or other activities as required.
  • Strong knowledge of ITIL best practices and methodologies, ITIL certification preferred.
  • Highly self-motivated and directed, with extremely high attention to detail.
  • Ability to work and communicate with multiple global, cross-cultural teams.
  • Must be willing to travel up to 50% of the time to provide on-site basis support.

     

 

NTT Data Business Solutions offers competitive salaries, excellent health and dental benefits, including 20 days of Paid Time Off in addition to 10 paid holidays, a 401k plan, remote work opportunities and many other great benefits. Would you have an interest in pursuing a position with our high growth firm?

 

Employment is contingent upon the completion of a satisfactory background check | NTT Data Business Solutions participates in E-Verify | No third-party applications will be accepted.

Cincinnati, OH, US, 45242

Sep 20, 2021


Nearest Major Market: Cincinnati