Kerja Sepenuh Masa, ERP Support Manager di Phitomas Selangor - Maukerja

We are seeking an experienced ERP Support Manager to lead our ERP Support Consultants and oversee the delivery of ERP support services. The successful candidate will be responsible for managing the support function, ensuring compliance with Service Level Agreements (SLAs) across all customers, and maintaining high service standards.

You will ensure that Level 1 and Level 2 support teams resolve tickets within agreed SLAs, identify and escalate at-risk tickets to Level 3 support or vendors promptly, and provide timely updates and reports to management and customers. You will also drive continuous improvement by identifying root causes and implementing solutions to prevent recurring incidents.

Responsibilities

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• SLA and Queue Management: Take ownership of SLA compliance by monitoring support queues daily, prioritising tickets based on severity and SLA deadlines, and ensuring timely resolution of all tickets by Level 1 and Level 2 support teams.
• Escalation Management: Identify tickets at risk of breaching SLAs and escalate them promptly to Level 3 support or vendors, providing complete diagnostic information and details of the business impact. Track escalated issues through to resolution and keep customers informed of progress.
• Major Incident Management: Coordinate internal teams, vendors and customers in managing critical incidents. Review every SLA breach and ensure corrective actions are documented and implemented.
• Reporting and Customer Reviews: Prepare regular support performance reports for senior management and ticket status updates for customers. Lead customer service reviews to discuss performance, outstanding issues and improvement opportunities.
• Problem Management and Continuous Improvement: Analyse support tickets to identify recurring issues and implement appropriate corrective measures. This may include system enhancements or configuration changes to address product and process issues, as well as training and knowledge articles to address user-related issues. Monitor and report on reductions in recurring incidents.
• Governance and Compliance: Ensure compliance with support procedures, SLA commitments and Information Security Management System (ISMS) requirements. Audit ticket quality and escalation practices, and ensure support procedures and escalation matrices remain up to date.
• Team Leadership and Development: Lead, coach and develop the support team. Manage workloads, resource allocation and capacity planning, while overseeing onboarding, cross-training and performance management.

To be successful in this role, you need to have:

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• A Bachelor's degree in Business, Information Technology or a related field, or equivalent industry experience.
• At least four years of experience in ERP or application support, including experience leading, coordinating or mentoring a support team.
• Functional knowledge of at least one ERP area, such as finance, procurement, inventory, sales or manufacturing.
• Working knowledge of ticketing systems, SLA management and escalation procedures.
• The ability to leverage AI tools to improve process efficiency and streamline workflows.
• Good spoken and written English, with the ability to communicate complex technical issues clearly and effectively.

The following qualifications and experience would be an advantage but are not mandatory:

• Experience with Infor LN, Infor SyteLine or SAP Business One, particularly in manufacturing or distribution environments.
• ITIL certification or familiarity with ISO 27001 requirements.
• Basic SQL knowledge or experience with reporting tools.