• Lead a team of 4-8 SAP Technical (Basis) Engineers and oversee SAP service delivery to a group of managed accounts.
• Provide day-to-day oversight and guidance to team members, including maintenance of client SAP environments; system performance monitoring and capacity reporting; and administration-related solutions for both SAP and SAP related client environments.
• Role is “player coach” expected to primarily oversee but sometimes perform, project-based and production support responsibilities as needed to support apiphani managed client environments inclusive of: SAP system migrations, SAP landscape refreshes, data protection including database backup & recovery, HA configurations and ongoing SAP system maintenance activities, e.g., SAP performance management, patching, problem management, etc.
• Own the incident, problem, change processes; lead root cause analysis and drive corrective/preventive actions.
• Drive continual improvement in systems operations through tool-building and automation.
• Supervise, train, and mentor team members.
• Partner with peers, clients, and key stakeholders to ensure continued success.
• Escalation point for production incidents and problems.
• Coordinate with Client Success Management team to identify emerging needs or growth opportunities.
• Oversee planning and scheduling client technical maintenance and upgrade activities.
• Interface with client technical staff on regular meetings and help with planning and recommendations for improvement.
• Foster the team to build and maintain comprehensive documentation for problem resolution actions, root cause, procedures, etc.
• Collaborate with team members to review workflow processes and SOPs.
• Execute against defined projects and report on their progress.

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