Experience

SuperNova

• Pakistan
• Software Development
• 1 - 100 Employee

• SAP Business One Support Manager

  • Feb 2022 - Present

  Responsible for managing a team of support engineers who provide technical assistance to customers using SAP Business One. Ensures that the team delivers high-quality customer service and support to meet service level agreements (SLAs) and customer expectations. Key Responsibilities: • SAP Business One HANA Complete Installation on SUSE • Manage a team of support engineers to provide technical assistance to customers using SAP Business One. • Develop and maintain support policies, procedures, and guidelines to ensure consistent and efficient service delivery. • Monitor and manage the team's performance to ensure SLAs and customer expectations are met or exceeded. • Collaborate with other teams, such as development and implementation, to identify and resolve complex technical issues. • Identify opportunities to improve support processes and tools to enhance customer satisfaction. • Provide weekly reports to management on support team performance, including metrics such as ticket volume, response times, and resolution rates. • Recruit, train, and mentor support engineers to ensure they have the knowledge and skills to provide effective technical support. • Stay up-to-date with SAP Business One product updates and enhancements to ensure the support team is equipped with the latest knowledge and skills. Show less