- Dispatching of support requests and ensure right teams are involved.
- Support tickets in general.
- Communication and coordination with business and IT stakeholders, business owner and end users.
- SLA responsibility.
- Incident Coordination: Serve as the central point of contact for all SAP-related incidents. Receive incident reports, assess their impact and urgency, and prioritize them accordingly.
- Incident Triage: Collaborate with support teams to classify and categorize incidents, ensuring that they are appropriately routed to the relevant teams for resolution.
- Incident Resolution: Oversee the incident resolution process, ensuring that all incidents are addressed in a timely manner according to service-level agreements (SLAs). Escalate critical incidents as necessary.
- Communication: Maintain clear and timely communication with stakeholders, including end-users, IT teams, and business units, providing updates on incident status, progress, and resolutions.
- Root Cause Analysis: Lead efforts to determine the root causes of incidents and work with relevant teams to implement corrective actions and prevent future occurrences.
- Incident Documentation: Ensure all incidents are documented thoroughly, including the details of the incident, response actions taken, and resolutions applied.
- Release Management: Collaborate with release management teams to ensure that SAP system changes and updates are assessed for potential impact on incidents and incident trends.
- Incident Reports: Generate incident reports and provide insights into incident trends, patterns, and recurring issues. Use this data to drive process improvements and reduce incidents over time.
- Continuous Improvement: Implement and improve incident management processes and procedures. Identify areas for efficiency gains and work on their implementation.
- SAP Knowledge: Stay up-to-date with SAP technologies and best practices to better understand the SAP landscape and incident patterns.
- SAP consultants
- SAP Managers
- Business owners
- IT Specialists across the global IT-organization
- Project Managers
- Managers
- IT support and service desk
- Preferably an education within IT
- Min. 3 years of experience with management and coordination of IT delivery
- Experience with application management
- Experience with IT security and compliance
- Experience with understanding business processes
- Experience with management reporting
- Experience with working in a global organization with a large variety of business areas.
- Experience with ITIL and project management
- Ability to communicate and coordinate.
- Structured mindset
- Service minded.
- Assertive and able to communicate in a direct, constructive manner.
- Naturally take on responsibility
- Ability to lead the delivery from beginning to end.
- Proactive
- Fluent in English
- Thrive in a large international company with many internal colleagues and vast possibilities
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Incident Manager - Philippines, Pilipinas - DSV - Global Transport and Logistics
Paglalarawan
Job Req Number: 77658Time Type: Full Time
Job Description
Job title:
Incident manager – SAP Finance area
Department:
Business Solutions
in ERP and Finance Solutions in Group Applications, Group IT
Reporting line:
Director – Business Solutions
Purpose of the job/ Responsibility:
The Incident Manager for the of SAP Finance area will focus on managing and monitoring the different support tickets that are sent to be handled by the SAP Business Solutions Team. The Incident Manager will ensure that incidents are dispatched to the correct teams and will monitor the handling and resolution of tickets related to SAP systems and applications.
The Incident Manager will also act as major incident manager for the SAP areas if major incidents arise.
Monitoring and management of tickets as well as communication to stakeholders, end users and SAP consultants are the focus of the Incident Manager.
The role of the Incident Manager is to help the Director of the Business Solutions areas with overview and control of the different support activities. The Incident Manager is responsible for coordinating and managing the resolution of tickets related to SAP systems and applications. S/he plays a crucial role in ensuring the availability and reliability of SAP services, responding to and resolving issues is in a timely and efficient manner.
You will be part of our SAP management team (as a staff function) which is part of the global ERP and Finance Solutions team. The department is responsible for our SAP solution which consists of FI/CO/SD/MM across the global set-up in DSV. In general activities span implementation, support, enhancement and roll-out of SAP-based solutions. We support continuous improvement of our business processes and ensure that the processes stay compliant with legal regulations in various countries.
Criteria for Success/KPI:
Incident Coordination: Serve as the central point of contact for all SAP-related incidents. Receive incident reports, assess their impact and urgency, and prioritize them accordingly.
Incident Triage: Collaborate with support teams to classify and categorize incidents, ensuring that they are appropriately routed to the relevant teams for resolution.
Incident Resolution: Oversee the incident resolution process, ensuring that all incidents are addressed in a timely manner according to service-level agreements (SLAs). Escalate critical incidents as necessary.
Communication: Maintain clear and timely communication with stakeholders, including end-users, IT teams, and business units, providing updates on incident status, progress, and resolutions.
Root Cause Analysis: Lead efforts to determine the root causes of incidents and work with relevant teams to implement corrective actions and prevent future occurrences.
Incident Documentation: Ensure all incidents are documented thoroughly, including the details of the incident, response actions taken, and resolutions applied.
Change Management: Collaborate with change management teams to ensure that SAP system changes and updates are assessed for potential impact on incidents and incident trends.
Incident Reports: Generate incident reports and provide insights into incident trends, patterns, and recurring issues. Use this data to drive process improvements and reduce incidents over time.
Continuous Improvement: Implement and improve incident management processes and procedures. Identify areas for efficiency gains and work on their implementation.
SAP Knowledge: Stay up to date with SAP technologies and best practices to better understand the SAP landscape and incident patterns.
ITIL knowledge and knowledge about Service Management processes.
Tasks:
As our Incident Manager you will work with our support procedures and support systems (ServiceNow and Jira). You will provide monitoring and follow up for the different support areas:
No
Working relations:
DSV is a dynamic workplace that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals. When you join DSV, you are working for one of the very best performing companies in the transport and logistics industry. You'll join a talented team of approximately 75,000 employees in over 80 countries, working passionately to deliver great customer experiences and high-quality services. DSV aspires to lead the way towards a more sustainable future for our industry and are committed to trading on nature's terms.
We promote collaboration and transparency and strive to attract, motivate and retain talented people in a culture of respect. If you are driven, talented and wish to be part of a progressive and versatile organisation, we'll support you and your need to achieve your potential and forward your career.
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