The Technical Lead / SME – Manages the people and/or service delivered from a service line unit via Engagement Management to the customer, ensuring the services provided are of an appropriate quality to meet contractual obligations and that targets are met.
a. Provide Solution Architecture guidance for identified projects.
b. Project Management – Define objectives; Resource Planning and Mobilization; Escalation and Resolution management; Status reporting; Utilization; Identify risk and mitigation planning; Responsible for OTACE (customer satisfaction index).
c. Provide other expert support to ongoing projects, wherever required, across the SAP basis Stream.
d. Conduct delivery audits, whenever required, of ongoing projects, with a view to assess quality of solution and highlight possible improvements, relevant to the SAP Basis Stream.
e. Identifying and addressing client needs: communicating value propositions; managing resource requirements, project workflow, budgets and preparing and/or coordinating complex written and verbal materials.
f. Ability to help clients resolve implementation / integration issues requiring in depth expertise in the SAP Basis.
g. Creating and maintaining a knowledge-base of service delivery content based on reusable information and knowledge objects, as well as their cross-purposed or leveraged functionality.
h. Support: Experience in handling priority based tickets, knowledge of SLAs, playing vital role in identifying, RCA and reducing the repetitive issues