Service Analyst - SAP MM Support (ERP App Ops)

Position Overview

Service Analyst provides comprehensive application support to users, handles technical issues and ensures the reliability and performance of our systems. In this role, you manage and resolve application-related issues, perform daily service health monitoring, conduct server maintenance, and implement improvements to enhance system resiliency. In addition, you also investigate incidents across key technologies and application domains, bringing a structured, analytical approach to diagnosing and resolving user-reported issues.

You are also responsible for delivering new and improved capabilities in systems monitoring, recovery, and stability, as well as in managing complex problems that require both technical expertise and domain-specific or workflow-related insights. This role demands a proactive, detail-oriented approach of support that fosters a stable and resilient application environment for users.

Role & Responsibilities

• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
• Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance
• Troubleshoot and resolve service health issues and gathering relevant parties to resolve impediments impacting service performance
• Ensure all operational support material is complete and all process comply within internal security and technology standards
• Organise system activities including planned maintenance events, system backup processes and disaster recovery drills
• Prepare and deliver status updates / report to management
• L1.5 support
• Provide guidance to the team to ensure the best support possible for systems availability
• Log and track problem tickets relating to S1/S2 or high impact issues
• Support and assist in high severity incidents and drive problem management meetings
• Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution
• Manage high severity incident communications such incident broadcast communication to all stakeholders and provide regular updates to management until incident closure
• Manage the incident and problem management process to ensure all preventive measures and problem resolution are recorded in the Known Error Database (KEDB)
• Implement Response and Recovery Plans and activities relating improvements to service recovery
• Maintain processes, templates and SOP, website and information related to incident and problem management
•  Assist senior leaders in disaster recovery planning and activitiesOperational Execution

Requirements

• Bachelor’s degree in computer science or other highly technical, scientific discipline
• 5-10 yrs of Technical / Application Support experience
• Proven experience of working efficiently in a cross functional team
• ITIL v3/v4 certification and strong service oriented experience / background
• Knowledge and understanding of IT industry environment  and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and/or application related domains covering healthcare and healthcare related industries
• Ability to establish and manage processes and practices through collaboration and the understanding of business
• SAP MM knowledge is preferred.

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