Job purpose: The Service Manager will be part of the global delivery team to oversee in-charge regions technical aspects of e-Store business platform and to lead regional L2, L3, technical members as eStore operations lead.
The role covers eStore operations team’s responsibilities and performance outcome.
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 requirement for eStore maintenance or enhancement
Co-ordinated with maintenance team regarding require ments 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 requirement
Develop work plan for deliverables
Ensure that deliverables are achieved beyond client expectation
Report delivery status to client and develop delivery documentations
Provide support to respective countries during different time zones
Develop own qualified 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