SAP Application Support Manager

Key Responsibilities:

• Incident Management: Oversee end-to-end production incident management, including escalation protocols (Severity 1-4), resolution tracking, and client communication.
• Support Coordination: Lead and prioritize production support requests, coordinating efforts across onshore/offshore teams to ensure timely resolution and service-level adherence.
• Customer Success: Deliver end-to-end support solutions to maximize customer satisfaction, proactively addressing pain points and optimizing workflows.
• Release & Deployment Management: Validate and coordinate system upgrades, enhancements, and deployments, ensuring minimal disruption to operations.
• Cross-Functional Collaboration: Facilitate problem-solving between clients and development teams, acting as a bridge for technical and business stakeholders.
• Process Improvement: Optimize support procedures through automation, monitoring tools, and incident management frameworks.
• Change Management: Develop and implement incident/change request processes in alignment with enterprise standards and client requirements.
• Reporting & Analysis: Prepare detailed incident reports, root-cause analyses, and post-mortems to drive continuous improvement.
• Education: Bachelor’s degree in Computer Science, Engineering, or a related field.
  Experience:
• 8–10 years in application management support, preferably within IT consulting or service vendor environments.
• 2+ years of hands-on project management experience (PM/Assistant PM roles).
• Proven track record in managing production incidents, system changes, and cross-functional teams.
• Proficiency in SAP technologies, including Java, .NET, ETL, and packaged solutions.
• Proficiency knowledge of SDLC, Agile/Waterfall methodologies, and project management tools (e.g., Jira, ServiceNow).
• Ability to lead and motivate sizable onshore/offshore teams in high-pressure environments.
• Experience establishing enterprise standards for production support and governance.
• Exceptional client-facing communication and relationship-building skills.
• Strategic thinker with the ability to influence stakeholders and drive alignment.
• Language: Fluency in English and Chinese (written/spoken); Mandarin proficiency is a plus.