Summary Posted: Nov 8, 2023 Role Number: 200518672 We are seeking an experienced Project Manager to be responsible for the overall development and execution of the business support process/crisis management, focused on SAP, Planning, GBI and related boundary systems. This includes working with IS&T applications, infrastructure, business and project teams to do crisis management, follow up on preventive actions, communicate down times, impact assessment, and reporting. Key Qualifications Key Qualifications Experience in production support with monitoring and proactive support system/application capacity planning and analysis, support the business continuity strategy, attention to detail, and a demonstrated ability to influence and collaborate across all levels of the organization. Conceptual understanding of multi-tiered and web-based information systems architecture. Setting up and using Observability tools for monitoring & trouble shooting. 7 - 9 years experience in a production application support role fixing, analyzing and providing root cause analysis, working with SAP in large multi-functional organizations. Ability to communicate clearly and expertly with our business partners on the status of production issues and resolution strategy. Good knowledge of Infrastructure relevant for the business support of the web applications (e.g. databases, server, etc). Work in a collaborative, adaptive and matrixed team to provide process improvements and process documentations. Will require very tight integration with regional production support leads. Ability to navigate, influence and negotiate with business, vendors, and multi-functional teams. Outstanding problem solving, communication, and documentation skills. Description Description - Partner with Business, IS&T, BPR and other support teams to coordinate and facilitate the scheduling, incident triage and timely resolution of production P0/P1 issues, including sending out Global Alert.
- Own the NPI/Peak Events End to End Scale testing across our internal and external partners.
- Invoke crisis management process and fix issues to ensure that root-cause and corrective action is provided.
- Perform problem coordination for major problems and issues. Act as communications hub. Set up and moderate conference calls. Handle functional critical issues.
- Use available data to identify and highlight trends/root cause to resolve long term or persistent problems. Also provide the required management information on a regular basis indicating performance against agreed critical metrics and SLA's to foster into the regular, weekly, monthly, quarterly review.
- Ensure a smooth handover and implementation of new functionality, develop collaboration with other application support teams and participate in end-to-end Operations review and data flows across different business areas.
- Provides effective change leadership in driving continuous improvements and innovation in the business focus production support area in the BPR Operations group.
- Partner with IS&T to proactively respond to trends to avert future incidents. Work with IS&T and Quality Services teams to ensure submitted changes have undergone appropriate test and quality control before release into the technical environment and the appropriate change controls are raised for every in-scope application change to protect the IS&T environment against unauthorized changes.
- Support activities around New Product Introductions and major events in addition to scalability planning. Lead system scale initiatives to prepare for high volume events and seasonal peaks.
- Find opportunities for improvement to support process, using monthly ticketing reporting. Education & Experience Education & Experience Bachelors degree required:
- 7-10 years experience in leading large global technical projects.
- Bachelor’s degree or equivalent work experience will be considered.
- PMI/PMP certification preferred. Experience with ITIL methodology. Additional Requirements Additional Requirements
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