*POSITION- Service Delivery Manager(Dynamics AX) LOCATION- Houston, TX*
*Duration – 12 Months* · Managed Services (Support) for Application on Microsoft Dynamics AX. · Experience and knowledge of Microsoft Dynamics · Experience in managing support for Microsoft Dynamics with respect following · Triaging of Incidents (P1 / P2 / P3 / P4) · Maintaining Microsoft Dynamics AX environment (Upgrade, Refresh, Release) · Generation of Knowledge based Article · Knowledge of Analyzing ticket on periodic intervals & providing action items for improvement · Working out improvements strategies with customer based on their working, process followed, environment used etc. · Identification of Knowledge gap & suggesting training to users · Coordination with Customer for all activities · Managing of Enhancement & keeping track · Managing customer audit requirements · Managing Documentation for Support · Managing SLA & penalty clauses · Reporting of Status along with SLA · Working with In-house quality team & ensuring quality parameters to be maintained · Monitoring of Database & Application environments · Knowledge of Sure Step Methodology for managing MS Dynamics product implementation. · Managing 3rd Party Application support provider for the incidents related to 3rd Party Application & its related interfaces & get it resolved within specified SLA’s. · Manage Customer expectation · Managing Governance of the Support team structure · Managing all responses to incidents (P1 / P2 / P3 / P4) · Serve as the TCS point-of-contact for the engagement for application · Manage compliance with contract / statement of work · Manage Customer interactions with Business and IT stakeholders · Create and execute the Communications Plan for the implementation program · Prepare improvement plan & execute them · Maintaining documentation as per customers standards · Establish and report on SLA’s and Metrics · Manage Program Deliverables & deliverable quality · Manage both Program level and escalated Issues & Risks · Guidance and mentoring of the team · Taking part in all the review meetings · Participate and contribute to Continuous Improvement · Take care of Minor Enhancement · Managing and coordinating Change Request · Responsible for quality of deliverable & improvement · Provide reports for Managed Services for reviews meetings · Participate in Steering meeting · Coordinate with Onsite & Offshore team with their respective time zone. * Regards,* *Atul Sharma* IT -recruiter [email protected] <[email protected]> Direct: 408.418.5778 <(408)%20418-5778> EXT 3027 -- You received this message because you are subscribed to the Google Groups "only.SAP" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at https://groups.google.com/group/onlysap. For more options, visit https://groups.google.com/d/optout.
