The Senior Manager - Enterprise Application Support is a core member of Enterprise IT Leadership team and will be the driving force for leading the application support team, ensuring the stability, performance, and continuous improvement of business-critical applications, including
Enterprise Resource Planning (ERP) and Sales Customer Relationship Management (CRM) systems
. This role involves managing incident resolution, driving service improvements, collaborating with stakeholders, and overseeing governance, compliance, and vendor relationships.
Responsibilities
Application Support & Service Management
- Oversee the maintenance, monitoring, and support of enterprise applications, particularly ERP (SAP, Oracle Fusion, CLM, etc.) and Sales CRM (Salesforce, HubSpot, etc.) to ensure high availability and reliability.
- Manage the incident, problem, and change management processes following ITIL best practices.
- Drive root cause analysis (RCA) and continuous improvement initiatives to enhance application performance and reduce recurring issues.
- Ensure compliance with SLAs and KPIs for application support services.
- Work closely with business teams to optimize ERP and CRM functionalities, streamline workflows, and enhance user experience.
Stakeholder & Vendor Management
- Act as the primary point of contact for business users regarding ERP and Sales CRM application-related issues and improvements.
- Collaborate with IT teams, business units, and external vendors to enhance application functionality and user experience.
- Manage third-party vendors and service providers, ensuring contractual adherence and performance excellence.
Team Leadership & Development
- Lead, mentor, and develop a team of application support professionals, fostering a culture of continuous learning and innovation.
- Define roles, responsibilities, and career development plans for team members.
- Provide training and knowledge-sharing sessions to enhance team capabilities in ERP and Sales CRM applications.
Governance, Compliance, & Security
- Ensure adherence to IT policies, security protocols, and regulatory requirements for all enterprise applications.
- Implement and maintain controls to safeguard ERP and CRM data integrity and security.
- Conduct periodic audits and risk assessments to identify vulnerabilities and mitigate risks.
Continuous Improvement & Innovation
- Identify opportunities for automation, process optimization, and proactive monitoring of business applications.
- Collaborate with IT development teams to enhance application supportability, integrations, and performance.
- Drive innovation by exploring emerging technologies and best practices in ERP and CRM application management.
Qualifications
Education & Experience:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 15+ years of experience in IT application support, with at least 5-7 years in a leadership role.
- Strong experience managing ERP and Sales CRM applications in a complex ITeS and consulting environment.
Technical & Functional Skills
- Expertise in ERP systems (SAP S4 HANA, Oracle Fusion HCM & PPM, etc.) and Sales CRM platforms (Salesforce, HubSpot, etc.).
- Strong knowledge of IT service management (ITSM) frameworks such as ITIL.
- Hands-on experience with application monitoring, troubleshooting, and performance optimization.
- Familiarity with cloud-based applications, databases, and middleware technologies.
- Understanding of DevOps, Agile methodologies, and CI/CD processes is a plus.
Soft Skills
- Strong leadership, people management, and communication skills.
- Ability to collaborate with cross-functional teams and influence stakeholders.
- Strategic thinking with a problem-solving and analytical mindset.
Preferred Certifications
- ITIL Foundation or higher
- ERP certifications (SAP, Oracle, SFDC, etc.)
- CRM certifications (Salesforce Administrator, HubSpot CRM, etc.)
- PMP (Project Management Professional)
- COBIT, ISO 27001, or other IT governance certifications
- Cloud certifications (AWS, Azure, or Google Cloud)
