Application Support Manager

Responsibilities:
• This role will manage a team of onsite and offshore SAP and Non- SAP support consultants.
• This role has complete responsibility for Solution Quality, SLA Adherence and Process Compliance of the Application support team.
• Manage a team of SAP and other Application consultants and do work planning, capacity utilization and solutioning for customer reported issues and enhancements
• Provide periodic status updates and monthly metrics
• Provide technical leadership to the support team and be the SME to customers and other supporting roles in customer s IT teams.
• Responsible for analyzing business reported issues, identifying root cause, designing and implementing the solution
• Responsible for coordination with other interrelated non-SAP application teams and other internal IT teams to provide resolutions and closure of reported issues
• Act as the first point of escalation for the SAP support project and ensure resolution of issues to customer s best satisfaction
• Act as central point of communication for core team members, management, business partners and other stakeholders on delivery and support tasks.
• Publish regular reports and dashboards regarding support and delivery to Management.
• Plans risk responses and reports projects’ risk to management.