Key Duties & Responsibilities
ERP Service Delivery & Governance
- Provide centralized ERP support across multiple business units; standardize ERP processes and configurations; define and monitor SLAs; act as escalation point for ERP-related issues.
ERP Systems Management
- Administer SAP Business One (HANA) and Zoho applications; manage multi-company configurations; coordinate system upgrades and enhancements; ensure system performance and availability.
Database & Infrastructure Administration
- Manage SAP HANA and MSSQL databases; perform performance tuning and monitoring; ensure backups and disaster recovery readiness; maintain data integrity; administer Linux and Windows ERP environments.
Reporting & Automation
- Develop standardized reports and dashboards; support financial consolidation; automate reporting processes to improve efficiency and accuracy.
User Support & Stakeholder Management
- Provide Level 2/3 support; manage support tickets based on SLAs; engage stakeholders; conduct ERP user training.
Team Leadership
- Lead and supervise the ERP support team; allocate resources; monitor performance; promote a service-oriented culture.
Qualifications & Experience
- 5+ years’ experience in ICT support
- 3+ years’ ERP systems support and management experience
- Hands-on techno-functional experience with SAP Business One and Zoho
- Experience managing ERP and cloud-related projects
- Strong experience with SAP B1 HANA, MSSQL, Linux, and Windows administration
- AWS or other cloud platform experience desirable
- Strong understanding of ERP architecture, databases, integrations, and ICT service desk operations
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