Associate Lead Consultant - SAP Functional Job

Experience

8-10 Years Experience with any SAP functional background

Roles and Responsibilities for Incident Manager

1. Incident Detection & Identification:

Ensure that all incidents are reported through proper channels, including automated monitoring systems, user reports, and team notifications.

Oversee the triaging process to confirm that reported incidents are categorized correctly.

2. Incident Prioritization:

Assess the severity and impact of incidents, ensuring that high-impact incidents are prioritized accordingly.

Collaborate with business stakeholders to understand the impact of incidents on business operations.

3. Incident Response Coordination:

Lead and coordinate the incident response efforts, including assigning tasks to relevant technical teams (e.g., development, infrastructure).

Act as the central point of contact during major incidents, facilitating communication between teams and stakeholders.

Establish and manage incident response teams to ensure the proper resources are allocated.

Job Description

4. Incident Communication:

Maintain clear and timely communication with stakeholders (technical teams, business teams, customers) regarding the status and resolution of incidents.

Regularly update stakeholders about incident progress, expected resolution times, and any necessary actions.

5. Root Cause Analysis (RCA):

Oversee the process of root cause analysis post-incident, working closely with relevant teams to identify underlying issues.

Ensure that root cause findings are documented and shared with relevant stakeholders to prevent similar incidents in the future.

6. Incident Resolution:

Ensure incidents are resolved within defined service level agreements (SLAs) and in a timely manner.

Review incident resolution outcomes to identify any areas for process improvement.

7. Post-Incident Review:

Conduct post-incident reviews and retrospective meetings to analyze the incident lifecycle.

Document lessons learned, and recommend improvements to processes and tools to minimize future incidents.

8. Documentation & Reporting:

Maintain an accurate incident record and ensure that all necessary information is captured in incident management tools or ticketing systems.

Create regular incident reports to track trends, performance metrics (e.g., mean time to resolution), and the overall health of the incident management process.

Required Technical/ Functional Competencies

Customer Management:

• Has working knowledge of customers' business domains and technology suite. 
• Use latest technology, proactively suggest solutions to increase business, and understand customer's business.

Projects Documentation:

• In-depth understanding documentation involved in Project like BBP & Solution Design, FS etc.
• Able to build into require project documentation and can do a Peer review for team members project/module documents.

Domain and Industry Knowledge:

• Specialized knowledge of customers' business processes and relevant technology platform or product.
• Apply industry standards/ practices and create complex business models in line with customer requirements independently.
• Analyze current-state and define to-be processes in collaboration with SME and present recommendations with tangible benefits.
• Drive process improvement initiatives, ROI analysis through innovation.

Functional Design:

• Working knowledge of high-level scope analysis, solution design processes, implementation and integration approaches, as well as cross-functional processes.
• Able to understand and design processes, identify key business drivers, translate use cases into diagrams, update design specifications, and design modular, flexible solutions meeting business requirements.
• Understand the overall solution's integrity, application behavior, and business rules, providing input for technical components, data design, and prototype creation.
• Can coordinate process playbacks and prototype reviews with stakeholders and configure applications for realizing business solutions.

Requirement Gathering and Analysis:

• Working knowledge of requirement management processes and requirement analysis processes, tools & methodologies.
• Able to analyze the impact of change requested/ enhancement/ defect fix and identify dependencies or interrelationships among requirements & transition requirements for engagement.

Test Management:

• Able to create iteration, system integration test plan and develop integration test cases as required and verify system build, test environment and iteration test plan.
• Create business scenario test cases and automation test scripts based on understanding of functionality requirements.
• Conduct regression tests as required and impact analysis when a defect fix is made.

Required Behavioral Competencies

Accountability:

• Takes responsibility for and ensures accuracy of results and deadlines of the function and/or team and in completing own work.

Collaboration:

• Reaches out to others in team to ensure connections are made and team members are working together.
• Looks for ways to integrate work with other teams, identifying similarities and opportunities, making necessary changes in work to ensure successful integration.

Agility:

• Demonstrates openness to the possibilities that change presents and begins to plan for how role may change.
• Works with others to prepare for change.

Customer Focus:

• Identifies trends and patterns emerging from customer preferences and works towards customizing/ refining existing services to exceed customer needs and expectations.

Communication:

• Communicates well-organized ideas, information, and data to broad and diverse audiences across the Organization (through formal and informal presentations).
• Helps others identify their appropriate audience.

Drives Results:

• Sets realistic stretch goals for self & others and perseveres to follow through with resilience and remains calm in a crisis or stressful situation to exceed organization/client expectation.

Resolves Conflict:

• Identifies and understands the source of conflict, addresses, and overcomes.

Certifications