The Director of Application Infrastructure Services – Operations is responsible for managing all aspects of the AIS – Ops team including application and database support, maintenance and small enhancements. This team is responsible for supporting and monitoring SAP related environments in partnership with an AMS provider. The Director is responsible for establishing and adhering to operational best practice policies and procedures as well as managing day to day escalations of technical support of SAP platform. The scope of technical landscape includes but is not limited to ECC, SCM, CRM, BW, HANA and Oracle.
Manages high performing Basis staff; provides leadership, strategy and direction to personnel responsible for SAP application support and delivery. Builds collaborative relationships with key business partners and colleagues. Acts as central point of contact for ERP Platform related matters.
Interfaces with Infrastructure leadership on alignment, improving accountability and join problem resolution
Provides technical expertise, direction, and oversight on day to day operations. Develops and maintains technical infrastructure and landscape for SAP environment and helps reduce cost of SAP operations. Supports demand management process through release and cutover oversight and ensures alignment with enterprise security policies. Acts as escalation point for problem resolution and prioritization. Assists IT partners with all functional and technical SAP upgrades. Participates in architectural decisions.
Anticipates and responds to organizational and regulatory initiatives. Must understand and implement necessary procedures required to facilitate completion of operational changes. Also, supports and oversees internal and external audits of SAP environment.
Ability to work and collaborate with multiple teams and business units in a complex organization to achieve results including regular reporting of KPIs and SLAs
Strong organizational, multi-tasking, and time-management skills.
Solid analytical skills, experience solving practical issues and engaging cross functional teams of multiple process partners to gain consensus.
Excellent written, verbal and interpersonal communication skills.
Accountable for 24 x 7 operations and support of very critical SAP systems and databases
Qualifications
Minimum Requirements
6+ years specific systems experience including 5+ years managerial experience
Critical Skills
6+ years of relevant experience in leading SAP BASIS and other platforms
Ideal leader should have prior experience working with outsourced provider for Level 1, 2 and 3 support and be familiar with ITIL Service Operations processes
Proven experience in navigating complex organizations, creative problem solving, and rational experimentation
At ease in establishing senior-level working relationships and communications
Ability to translate complex technical topics into easy to understand concepts
Ability to manage escalations and communications during critical outages and activities
Team Development
Ability to work and collaborate with multiple teams on incidents, problems and minor enhancements
Additional Knowledge & Skills
Thorough knowledge of the specific systems area related to the management position.
Education
4-year degree in computer science or related field or equivalent experience
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