Responsibilities

• As Team Leader you will be ensuring service quality and compliance with shared procedures and service level agreements (SLAs);
• You will be reporting service updates to the IT Demand Manager during the weekly status meetings;
• You will be maintaining the knowledge base and conducting internal knowledge transfer sessions when necessary;
• You will be communicating with the Governance Team for clarification and organizing knowledge transfer for new software releases;
• You will be analyzing information provided in tickets to assess the completeness of data describing the issue;
• You will be performing initial assessment of the issue’s priority;
• You will be checking the issue against a knowledge base of known issues, which is maintained by HD1;
• You will be verifying data in the backend SAP system to ensure that the reported behavior is not intended;
• You will be escalating the issue to HD2 when it cannot be resolved at your level;
• You will be keeping the ticket initiator informed about the progress of their issue;
• You will be maintaining documentation on well-known issues and known workarounds;
• You will be maintaining Standard Operating Procedures for HD1;
• You will be reporting to the Service Management.

Requirement

• 4+ years experience as Service Manager in AMS for SAP processes SD, MM;
• Work in a hybrid set up (3 days onsite in Alabang, Muntinlupa and 2 days WFH) – Necessary condition;
• Experience with SAP modules: SD (Sales and Distribution) and MM (Materials Management);
• Knowledge of ITIL 4.0;
• Proficiency in Microsoft Office;
• Experience with key SAP transactions and tables;
• Experienced with any ticketing system;
• Fast learner in terms of understanding and analyzing business processes;
• Strong familiarity and working knowledge on Incident, Problem, and Change Management;
• Ability to work well under pressure and minimal supervision.

We Offer

• Salary for work amounting to 95,000 – 105,000 PHP;
• Equipment will be provided;
• HMO on your day 1 + 1 of your chosen dependent;
• Monthly non-taxable allowance;
• Monthly transportation allowance;
• Optical Coverage;
• Year-end leave monetization;
• Gym Subscription;
• Monthly supply of coffee!