The role is responsible for a team of SAP BASIS Administrators providing second and third line technical and business support for GDU SAP services customers.
The role will focus on developing and delivering the service according to SLA requirements, including agreed parameters around quality, cost, availability/reliability in a way, which maximizes customer satisfaction and provides a dynamic and encouraging work environment for team members.
The role will have both technical and management responsibilities. It is expected that the Head of Team would spend roughly 50% of his/her time on staff management and 50% on technical escalation activities.
Lead a team of SAP BASIS administrators, having responsibility for their operational effectiveness and performance.
Ensure consistent and effective processes are in place, ensuring the smooth day-to-day operation of the service.
Provide additional functional and business support to users in conjunction with members of the team where specific knowledge is required and is beyond the competence of the team analysts.
Ensure the interfaces and relationships with other T-Systems and cross bundle support groups (e.g. the Helpdesk, OSS and Service Management) and Customer Segments are clearly established and provide guidance to team members on the technical and administrative processes involved, ensuring conformance at all times.
Co-ordinate the activities within the team to ensure a high level of technical and business issue resolution is being achieved. Analyze the team performance through agreed Performance targets.
Ensure the performance and quality of service being delivered to customers is meeting requirements and agreed service levels. When required, co-ordinate the investigation and resolution of service failures including Customer complaints.
Lead service reviews with customers to assess performance against KPIs specified in the SLA.
Ensure service provided meets requirements of SLA, including agreed parameters around quality, cost, availability/reliability.
Committed to Big 5 and ensure that Big 5 standards and behavior is adopted by team members. Perform quarterly reviews and annual appraisals as per Shell guidelines.
Ensure that staff (T-Systems staff and contractors) adhere to HSSE & Information Security policies and standards and maintain a high level of safety awareness.
QUALIFICATIONS (SKILLS, KNOWLEDGE, BEHAVIOUR) :
Qualifications and experience include, but are not limited to the following:
At least 3 years experience in a multi disciplined IT environment with strong background in service delivery, operational support, and proactive management.
Strong interpersonal skills to interact with fellow team members, fellow T-Systems and bundle teams both regionally and globally, customer project resources for project-type activities, and various customer and customer segment representatives.
Very good awareness of other technologies supported by T-Systems and bundle.
Good knowledge and experience in the use of the Incident / Change and remote management tools, processes and applications.
Data gathering and analysis skills (for the internal performance monitoring and Service Level management).
Ability to use ITIL based global tools and processes.
Self motivated individual with excellent interpersonal, communication and influencing skills.
Ability to work in a global environment and with colleagues in other regions; this might include customers, customer segment teams.
Excellent Customer interface/engagement skills.
Excellent time management skills.
Understanding of the customer business Understanding of Business Continuity requirements.
Experience in service Management, depth of knowledge in service management (e.g. SLAs, ITIL, financial management, driving down unit cost, KPI reporting) combined with a customer focused and results oriented drive.
Technical skills and experience include:
6+ years experience in an IT function preferably in the SAP Infrastructure support/ projects area.
5+ years of experience on UNIX/ Oracle/SAP or a combination of the same.
Experience with managing technical teams. Prior team lead experience will be considered a plus.
Certification in SAP/Portal, Unix/Wintel or Oracle/MaxDB/SQLPLUS.
Other skill requirements:
Strong communication, coaching and leadership skills with demonstrated ability to establish credibility and rapport with staff as well as business contacts. Able to communicate across all levels in the organization.
Able to motivate, direct and influence others with an improvement based attitude.
Individuals should be a self-motivated and have the ability to deliver results and meet timelines with minimal direct supervision.
Should be a team player and be willing to work with multiple individuals globally in achieving results.
Demonstrate personal behaviors and values such as openness, mutual respect, honesty and trust with team members.
Is sensitive to working across other cultures and respects and values diversity.
Willing to accept and recommend changes and to challenge the status quo.
Demonstrated evidence of T-Systems 5 Guiding Principles will be taken into account during the selection process.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases