Job Description

Job Summary

The Tower Lead for Support & Operations plays a critical role in ensuring the effective delivery of services related to SAP BASIS and SAP HANA. This position is pivotal in managing escalations, overseeing operational hygiene, and driving initiatives that enhance customer satisfaction and revenue generation. The Tower Lead will implement organizational strategies and report on operational performance, ensuring alignment with business objectives.

Key Responsibilities

1. Drive Revenue Generation At The Tower Level By Leveraging Sap Basis And Sap Hana Capabilities, Ensuring Alignment With Organizational Goals.
2. Ensure Timely Resolution Of Escalations And Crises In Support Operations, Adhering To Agreed Sla Norms And Utilizing Best Practices In Sap Support.
3. Oversee Operational Hygiene By Validating Reports Generated From Sap Systems, Ensuring Compliance With The Statement Of Work (Sow) And Delivering High-Quality Services.
4. Foster Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance Service Delivery And Client Engagement In Sap Operations.
5. Implement The Profit Improvement Plan (Pip) By Identifying And Executing Automation Opportunities And Self-Driven Initiatives Within Sap Environments.

Skill Requirements

1. Strong Understanding Of Sap Basis And Sap Hana Technologies.
2. In-Depth Knowledge Of Operational Processes And Service Delivery Frameworks.
3. Proficiency In Managing Escalations And Crisis Situations Within Sap Support Environments.
4. Excellent Analytical And Reporting Skills Related To Sap Operational Performance.
5. Ability To Drive Customer Satisfaction Initiatives And Operational Improvements.

Other Requirements

1. Sap Certified Technology Associate (Optional But Valuable).
2. Itil Foundation Certification (Optional But Valuable)