Sr. Software Engineer

Work with Vendors to monitor SLAs and conduct MBRs and ensure service excellence.

Coordinate efforts across other non-SAP applications to support IT integrations.

Develop a framework to support the migration of projects from hyper care to AMS support post-go-live.

Lead/manage the production environments and application operations to ensure the successful delivery of business services and to identify and support innovative solutions, programs, and enhancements for SAP platforms that are consistent with achieving organizational goals and objectives.

Establish processes and procedures/policies for the Application Support team to ensure consistent monitoring of production environment and operations, communications, and compliance with processes and artifacts for IT Service Management Processing (ITSM) with particular emphasis on Incident Management and Problem Management and the Systems Development Life Cycle (SDLC), with particular emphasis on Business Requirements, Functional Requirements, and Business Acceptance Testing artifacts.

Provide leadership and direction to team members relative to compliance with all IS processes (e.g., Incident Reporting, Root Cause Analyses, Change & Release Management, SDLC, Time Reporting, etc.)

Coordinate with other IT functions to perform analysis and design of applications and systems.

Monitor ticketing system and follows up with assigned personnel to ensure timely resolution of problems and resolve any escalation issues that may arise

Ensures that effective collaboration and communication takes place across the support team

Brings best practices for SLA management, Service Operational Metrics, Change, and Release Management