Information and Communication Technology (ICT) connects people and markets worldwide! Deutsche Telekom is one of the leading international companies in ICT. With round about 235.000 employees in 50 countries, we provide innovative solutions to our clients.
T-Systems is one of the three successful brands of Deutsche Telekom. We serve large customers and multinational companies through our global infrastructure of data centers and networks. With the help of innovative technology we develop integrated solutions for connected life and work.
Let us together shape the world of tomorrow!
Lead a team of SAP BASIS administrators, having responsibility for their operational effectiveness and performance.
Ensure consistent and effective processes are in place, ensuring the smooth day-to-day operation of the service.
Provide additional functional and business support to users in conjunction with members of the team where specific knowledge is required and is beyond the competence of the team analysts.
Ensure the interfaces and relationships with other T-Systems and cross bundle support groups (e.g. the Helpdesk, OSS and Service Management) and Customer Segments are clearly established and provide guidance to team members on the technical and administrative processes involved, ensuring conformance at all times.
Co-ordinate the activities within the team to ensure a high level of technical and business issue resolution is being achieved. Analyze the team performance through agreed Performance targets.
Ensure the performance and quality of service being delivered to customers is meeting requirements and agreed service levels. When required, co-ordinate the investigation and resolution of service failures including Customer complaints.
Lead service reviews with customers to assess performance against KPIs specified in the SLA.
Ensure service provided meets requirements of SLA, including agreed parameters around quality, cost, availability/reliability.
Committed to Big 5 and ensure that Big 5 standards and behavior is adopted by team members. Perform quarterly reviews and annual appraisals as per guidelines.
Ensure that staff (T-Systems staff and contractors) adhere to HSSE & Information Security policies and standards and maintain a high level of safety awareness.
At least 3 years experience in a multi disciplined IT environment with strong background in service delivery, operational support, and proactive management.
Strong interpersonal skills to interact with fellow team members, fellow T-Systems and bundle teams both regionally and globally, customer project resources for project-type activities, and various customer and customer segment representatives.