SAP Application Support

Job Summary:
This position is responsible for ETP, SAP, and other application support at Level 1, as per Service Level Agreement (SLA), as well as data and analytics operations.
Roles and Responsibilities:
Monitor, analyze, and solve co-desk tickets in MAA office and all stores, related to application issues, e.g., ETP, SAP, EDC, O2O e-commerce, negative stock, gift voucher transactions, check promo and price list from COE and monitor if it's online in stores.
Monitor the store's sales data and payment data to ensure store transactions run properly and data is uploaded every day.
Conduct Quality Control for database value and ETP configuration settings.
1. Application Services Support
Responsible to resolve troubleshooting issues in Level 1 of ETP, SAP, and other applications.
Ensure all pending tickets are solved as per SLA, identify essential issues, and advise for improvements.
Provide consultation to end users for the specific case.
In order to
Achieve SLA and ensure no technical issues related to the applications.
2. Projects Activities
Responsible for internal testing for new requirements and ensuring the projects run with zero errors and issues.
Deployment of new Patches.
In order to
Ensure projects are executed as per requirements and within deadlines.
3. Training Attendance
Enhance skills by participating in training classes.
In order to
have certain technical skills to perform the job more efficiently.
4. Documentation
Provide necessary documentation or guidelines required (e.g. how to change ETP password, etc.)
In order to
ensure users can do simple IT problem-solving related to applications.
Financial and Non-Financial Measures:​
Achieve support SLA KPIs under MAA IT scope.
Percentage of customer satisfaction.