| 仕事内容 |
ENGAGEMENT REQUIRMENT
• Report to the AMS Senior Manager
• Lead, engage and manage a pool of clients on SAP/applications and systems
• Work closely with SAP functional, developers and technical support groups to forge collaborative consulting services
• Collaborate with Operation Manager on demand and capacity planning, process and security compliances, work schedules, and leave plans
• A mediator role between clients and support team on deliveries, ticket assignments and expectations
• Coordinate delivery and resources with team leads and Operations for ticket assignments
• Collaborate with SAP/Software Principal representatives on defect support, patch updates or upgrades or any matters pertaining to SAP/software
SCOPE OF WORK
The SDM is expected to perform and fulfill the following scope, among others, pertinent to the position:
• Manage a pool of local/offshore AMS clients on demand requirements, ticket deliveries and budgets
• Point of contact for clients on all support-related matters including critical issues
• Monitor and manage progress of users’ tickets, and provide status updates on tickets to users
• Manage and deescalate critical incidents with the support team and Operations
• Perform analysis on delivery performances and provide improvement recommendation or corrective actions where feasible
• Communicate with users to work out requirements, timelines, schedule, Go-Live, or support arrangement
• Facilitate or assist support team in solutioning for users
• Provide reports on service performance or deliveries, and conduct review with users
• Assist in providing strategies on client retention
• Facilitate or follow up on support contract for renewal
• Review and verify change request proposals from consultants
• Able to identify and facilitate from development of opportunities to delivery
• Plan and lead in transition of new clients to operations and conduct onboarding presentation
• Conduct lessons learnt workshops
• Provide peer review for quality control
• Provide peer coaching/hands-on training if required
• Prepare and submit weekly timesheets
• Comply to Information Security Management System (ISMS)
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| 福利厚生 |
・AL: 16d
・MC: 22d
・Handphone Allowance = RM 50
・Medical Claim: Single RM 1,800, Married RM 2,250
・Hospitalization Leave = 60d
・Hospitalization Claim: up to RM 60k
・Season Parking: Paid on monthly reimbursement basis
・Fitness Allowance: Claimable up to RM 360 per quarter or RM 120 monthly
・Dental, Optical claim
・Regular Company Events: Sports Tournament, Outdoor Activities
・Bonus based on company and individual performance
・Access to fitness, dental, and optical benefits.
・Regular company events, including sports tournaments and community activities. |