Senior Manager – SAP Support Operations

Location:

Chicago, Illinois, United States

Job ID:

R0062030

Date Posted:

2024-09-18

Company Name:

HITACHI GLOBAL AIR POWER US, LLC

Profession (Job Category):

IT, Telecom & Internet

Job Schedule: 

Full time

Remote:

No

Job Description:

The Company

We build the machines that power industry. We are Hitachi Global Air Power, a leading global industrial compressed air manufacturer driving the innovations that keep the world moving.

From our headquarters in Michigan City, Indiana, our compressed air solutions power manufacturing operations all around the globe; from food and beverage to life-saving pharmaceuticals and cutting-edge semiconductor chips. Our portable compressors provide the air power to build roads and bridges, lay pipelines and aid in oil and gas mining and production.

We are a team of innovators, engineers, and quality experts with a shared vision to create the next generation of efficient, environment-forward compressed air solutions that meet the demands of today, while boldly contributing to a sustainable, circular economy. With more than 58 years of legacy and trusted performance through our brands - Hitachi, Sullair, and Champion (Australia), we are proud of our reputation for reliability, durability, and performance and groundbreaking engineering.

Join us in building a future where your work has an impact. At Hitachi Global Air Power, you’ll be part of a global network that’s shaping the future of industrial power.

Summary of the position:

The SAP Production Support Leader and Solution Architect is a pivotal role responsible for managing SAP production support operations while simultaneously driving the architecture and design of SAP solutions. This dual role ensures the stability, efficiency, and performance of SAP systems, while also leading the strategic planning and implementation of SAP solutions to meet business needs. The role involves working closely with cross-functional teams, IT leaders, and business stakeholders to provide innovative solutions and support excellence.

Duties and responsibilities:

SAP Solution Architecture & Design:

• Lead the architecture and design of SAP solutions, ensuring they meet business requirements and align with the overall IT strategy.
• Collaborate with business stakeholders to analyze needs, define system requirements, and design high-performance SAP solutions.
• Develop detailed architectural blueprints, roadmaps, and integration strategies for new SAP implementations and enhancements.
• Ensure SAP solutions are designed with scalability, security, and performance optimization in mind.

Production Support Management:

• Manage the SAP production support function, ensuring the stability, availability, and reliability of SAP systems.
• Oversee the incident management process, ensuring timely resolution of SAP-related issues and minimization of business disruptions.
• Lead root cause analysis and implement corrective actions to prevent recurring issues.
• Manage high-priority incidents and communicate effectively with stakeholders regarding resolution status and impact.
• Lead and mentor the SAP support team, providing guidance on best practices and driving continuous improvement in support operations.
• Develop and enforce standard operating procedures (SOPs) to ensure effective and consistent support delivery.

Service Level Management:

• Establish and maintain service level agreements (SLAs) for SAP support services, monitoring performance against targets.
• Provide regular reports on service performance, including incident resolution times, system availability, and user feedback.
• Identify areas of improvement and develop action plans to enhance service delivery.

Operational Excellence:

• Develop and implement best practices, standard operating procedures, and guidelines for SAP production support.
• Continuously assess and improve support processes to enhance service quality, efficiency, and user satisfaction.
• Monitor system performance, availability, and reliability, taking proactive measures to address potential issues.

Change & Release Management:

• Coordinate change and release management activities for SAP systems, ensuring seamless implementation of updates, patches, and enhancements.
• Work closely with development and project teams to manage the transition of solutions from development to production.
• Maintain comprehensive documentation of change management activities, ensuring clear communication with all sta