AMS Manager - SAP at Panasonic Asia Pacific Pte Ltd Hide Job Information

Job FunctionInformation Technology
Reference Number001/946
Advertised20 days ago
Experience Required8 to 10 years
Minimum QualificationBachelor
Job description

Role Description: - AMS Manager takes the accountability for AMS Service Delivery and leads the team to ensure all services provided to customers are promptly delivered meeting the KPIs such as Meeting SLAs, On Time delivery of the CR’s & Projects without compromising the quality and ensuring all work carried out are compliance with ISM & audit requirements.

Responsibilities:- * Primarily Lead and manage SAP AMS support Team providing SAP and sub-Systems support to the business community. * Accountable for SLA Adherence of inquiry, incident, service request, problem tickets etc. * Coordinate with Basis, ABAP, COE, Infra, workflow, EAI teams and follow up incident tickets, service requests assigned to ensure 95% SLA. * Ensure onsite and offshore resources day to day activities are monitored for better results and send weekly reports. * Take initiatives to propose and implement system/process improvements for operation efficiency and business continuity adapting PDCA management method. * Responsible to analyze the root cause of the issues and provide permanent solutions to minimize recurring issues. * Maintain production environments including installation/deployment of operating and application system security patches and recommended notes. * Responsible for ensuring change management processes are implemented and followed. * Carry out project planning and management for minor or medium scale projects. * Prepare proposal and presentation to stakeholders to communicate ideas and to obtain buy-in. * Participate in deployment to production and post deployment support. * Adhere to SOX Compliance and Information Security Management Compliance. * Conduct Regular System maintenance such as DR Drill, SAP Archiving and Data Cleansing. * Lead/Manage the transition from projects to AMS support team and support hyper care issues. * Lead regular status meetings with customers to ensure the support level exceeds customer expectation. * Responsible for achieving KPI set for customer satisfaction. * Ensure issues escalation are managed promptly and follow through, ensuring no interruption to business operation. * Working with module team lead, develop resource plan to ensure resource stability in providing operation support. * Responsible to upkeep system documentation and training documents/user manual * Team members coaching and performance improvement planning. * Ability to learn and upskill on new technologies, processes and applications. * Experience working with Vendors, product roadmaps and support lifecycles. * Managing department P&L ensuring income and expenses are planned and managed according to plan.

Job Requirements


Bachelor’s degree in Information Technology, Computer Science or other related disciplines Must have worked as an SAP Functional or Technical Consultant having hands-on experience in Maintenance and Support. (4-5 years) Must have worked as AMS Manager / Service delivery manager. (4-5 years) and has proven track record in managing the large no of user base and complex system interfaces. Well-versed with the execution of Support operations like Incident Management, Change Management, Problem Management, Service Requests, SLA, Status reports, Dashboards, etc. Knowledge of ITIL, Agile, Scrum, Azure DevOps, ServiceNow, ChaRM, SOLMAN is an added advantage. Proficient in Outlook, Excel, Word, PowerPoint, and SharePoint. SAP certified will be an added advantage.

Soft Skills:- Good analytical thinking. Ability to evaluate and negotiate priorities. Should have experience handling Major and Critical Incidents. Excellent written and verbal communication and presentation skills to effectively communicate information to all levels within the organization. Ability to work in a fast pace, complex environment and under tight deadlines Ability to work effectively both independently and collaboratively as part of a team Highly self-motivated and directed.

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