SAP O&M Manager

CACI International   •  

IL

11 - 15 years

Posted 240 days ago

This job is no longer available.

Job Description

CACI is currently looking for outstanding candidates to manage our Operations and Maintenance (O&M) team in an SAP-based system for the United States Transportation Command (USTRANSCOM).  

Duties and Responsibilities:

The successful candidate will manage all incidents escalated to and created by our team during the deployment and usage of the SAPTransportation Management System from inception through closure.  Expected duties include but are not limited to:

  • Manage, from inception to closure, all incidents escalated to our team by the USTRANSCOM help desk
  • Manage, from inception to closure, all incidents created/reported by our team during the deployment and execution of the TMS solution
  • Manage, from inception to closure, all incidents automatically created by SAP Solution Manager monitoring functions
  • Communicate regularly with those involved about the status of the incident and expected resolution actions and closure timelines
  • Escalate incidents to SAP, and monitor them through closure, when resolution requires OEM support
  • Manage AQLs, SLAs, and customer expectations related to incident closure identification and closure rates
  • Responsible for leading help desk operations and work closely with other team members and the review boards ensuring tickets are closed in a timely manner or escalated as needed
  • Work with the Basis and Release Management teams to understand the changes that are planned and analyze the impact to the customers and communicate appropriately
  • Spot recurring technical issues and deploy solutions to address the root cause of the problems
  • Participate in the Change management, Release management and PMO meetings.
  • Work closely with the OCM team to ensure they receive updates / knowledge transfer on the changes that are scheduled for the production system
  • Lead Hypercare when quarterly enhancements releases and special projects go live.

Required Qualifications:

  • Minimum of 10 years of experience in SAP working on Design, Development and O&M Tasks
  • Must possess an active Secret clearance or the Secret clearance Must be Obtainable
  • Must be willing to work in O’Fallon, IL at least 3 out of every 4 weeks
  • Working knowledge of SAP Solution Manager, SAPIncident Management, and other ITSM functions
  • Experience managing Level 2 and Level 3 service desk teams and escalating/resolving issues with SAP
  • Experience leading Solution Monitoring Tasks - Daily Monitoring of Batch Jobs, PI Jobs, BI Process Chains, and other recurring tasks that interrupt business continuity if not completing successfully
  • Experience working on emergency issues and handling critical customers
  • Experience managing AQLs/SLAs and exceeding expectations
  • Collect and present the weekly / monthly metrics for System performance, transactions that needs to be reported to analysis and subsequently trigger the defect creation process
  • Ability to communicate effectively with management team providing status information, suggesting corrective actions, and taking direction when decisions are made
  • Ability to communicate effectively with diverse customer organizations accepting guidance and feedback
  • Ability to work individually (self-motivated) and within a team environment

Desired Qualifications:

  • Current/past DoD experience (i.e. AESIP, LMP, GCSS, GFEBs, etc.) is a plus
  • Experience support Release Management processes and Hypercare support
  • Experience facilitating Knowledge Transfer sessions across teams
  • Certification in one or more of the following disciplines – SAP, PMP, ITIL, Agile

Req #: 204121