• Ensuring ERP system to running properly, comply with standard and service level required by business users.
• Taking care of incident requests by ERP system throught Incident Management (IM) process, comply with standard and service level required by business users.
• Ensuring to monitoring the SLA of ERP operation, comply with standard and service level required by business users.
• Coordination activity with related tower /unit / division / group to ensure the problem solve based on SLA.
• Immediately open emergency case if the problem impacted to revenue generator system or high impact to customer.
• Monitor reactive L1 root cause analysis & transfer to the relevant.
• Monitors problem management and work orders database and follows up with assigned personnel to ensure timely resolution of problems.
• Customer Focus with excellent handling to solve problem resolution and monitoring change request related to regularly product that will be launched to the market.
• Part of members to all project activities internal and external groups
• Provided targeted to the business owner application to be able immediately realize the fixing problem based on SLA.
• Perform synergy with other unit/tower/groups to help and search for information related to the data and quality improvement activities.
• Manage activity and participate actively in providing quality improvement also develop and build relationship with internal or external Groups.
• Perform and flow process application and make documentation related to infrastructure topology and technical architecture.
• Perform to review the changes in SOP
• Encourage a focus on “Customer Experience”
• Ensure all and reports are regularly generated periodically updated
• Internally process in terms of providing timely reporting in order to ensure operational technology system running well based on SLA.
• Leads and communicate the Functional goals to the teams, monitor and evaluates its performance.
• Provides mentorship and guidance to subordinates.
• Coordinates training requirements of Tools Tower
• Support in ERP/SAP project or related system to ERP/SAP.
• Involve in UAT phase as a user and allow giving input to UAT scenario.
• Responsible for handover process and transfer knowledge receives from project team
• Having knowledge with ERP Business process.
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Tutup pada 06/November/2016
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