Service Manager - SAP Hybris

Key accountability:

• Main point of contact for support service

• Act as senior consultant for Regional ITC by providing technical advice and consultation on eStore platform

• Clarify each region’s requirements for eStore maintenance or enhancement

• Co-ordinated with maintenance team regarding requirements from Subs(e.g. predefined solutions, guidelines, bug-fix and any source code modification within 5 MD)

• Serve as a liaison and primary point of contact between Subs/Regional ITC and maintenance team to evaluate, prioritize and manage all the requests escalated

• Perform resource allocation and workload assignment according to delivery requirements

• Develop work plan for deliverables

• Ensure that deliverables are achieved beyond client expectations 

• Report delivery status to client and develop delivery documentations

• Provide support to respective countries during different time zones

• Develop own professional learning of SAP Hybris products/technologies and solutions, Should be self-motivated to keep himself/herself updated on latest SAP Hybris product/ technologies and Solutions

• Improve consulting skills, application and implementation expertise in the product and industry

• Supervise team members to determine how well they function in their jobs on a day-to-day basis

• Provide coaching & development

Qualification:

• Bachelor's degree required in computer science, software engineering

• Must have knowledge of Hybris as well as ticketing tools like JIRA

• Excellent communication, interpersonal, problem solving skills required

• Should have 7+ years of experience in e-Commerce technologies like SAP Hybris.

Experience:

• Experience in working with users to define their business requirements

• 10+years of experience in managing Operations, out of which 7+ years of experience preferably around e-Commerce technologies such as SAP Hybris

• Should have B2B/ B2C domain experience

• Knowledge of defined Service Level Agreements (SLAs)