ERP Support Manager — SLA Lead & Improvement (WFH)

Phitomas Sdn Bhd; Petaling Jaya; In loco; MYR 120.000 - 180.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical Education support

Dental Sports (e.g. Gym)

Parking

Vision

Attractive Bonus Scheme

Work from home

Attractiv

Descrizione del lavoro

Phitomas Sdn Bhd is seeking an experienced ERP Support Manager to lead our ERP Support Consultants and oversee the delivery of ERP support services across customers in the region.

You will ensure SLA compliance, manage Level 1 and 2 tickets, escalate as needed, and drive continuous improvement through root-cause analysis, reporting, and knowledge sharing. A Bachelor's degree and 4+ years ERP support experience are required; ITIL familiarity and SAP/Infor knowledge are a plus.

Competenze

• Bachelor's degree in Business, IT or related field.
• 4+ years of ERP or application support experience.
• Functional knowledge of at least one ERP area (finance, procurement, inventory, sales or manufacturing).
• Experience leading, coordinating or mentoring a support team.

Mansioni

• SLA and queue management to ensure timely resolution by Level 1/2 teams.
• Escalation management to Level 3 or vendors when tickets are at risk.
• Coordinate major incidents with internal teams, vendors and customers.
• Prepare regular performance reports and drive customer reviews.
• Analyze tickets to identify recurring issues and implement corrective actions.

Conoscenze

Leadership

Communication

SLA management

Problem solving

AI tools adoption

Formazione

Bachelor's degree in Business or IT

Strumenti

SQL

Infor LN

Infor SyteLine

SAP Business One

ITIL

Descrizione del lavoro

Phitomas Sdn Bhd is seeking an experienced ERP Support Manager to lead our ERP Support Consultants and oversee the delivery of ERP support services across customers in the region.

You will ensure SLA compliance, manage Level 1 and 2 tickets, escalate as needed, and drive continuous improvement through root-cause analysis, reporting, and knowledge sharing. A Bachelor's degree and 4+ years ERP support experience are required; ITIL familiarity and SAP/Infor knowledge are a plus.