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Global Operations Center (GOC) Service Lead SAP

Adobe Systems - Bangalore, Karnataka - Responsibilities Responsible for end-to-end SAP L2 support delivery in alignment with global stakeholders Ensure support experience meets our Quality of Service standards and productivity through driving support experience strategy, new initiatives, and effective knowledge development and use. Vendor management including hiring, upskilling, releasing and ongoing operational improvement Drive efficiencies using problem management, automation, self-help, auto-healing, Shift Left/ Deflect/ Eliminate strategies Plan and Conduct service reviews with SAP Engineering (service owners ) to show value over time Contribute to meaningful metrics development to show progress in L2 support Develop standards, processes and operational rigor to improve onboarding new areas, operational delivery, knowledge transfer to new members. Ongoing Capacity planning and optimization Day-today technical support delivery including tickets management Requirements Minimum of a bachelor s degree or ...

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