UHD SUPERVISOR
airbus
Total years of experience :13 years, 3 Months
• Managing shift schedules to ensure staffing and skill levels are provided throughout operational hours. • Undertaking HR activities as needed.
• Acting as an escalation point for queries from colleagues and as part of the Major Incident process.
• Producing management reports.
• Representing the UHD at meetings.
• Coordinating UHD briefings, and training and awareness sessions for UHD staff.
• Liaising with change management and senior management.
• Assisting analysts in providing first-line support.
• Work as part of the 24x7 Shift system on the UHD.
• Answer calls & e-mails from customers on the UHD when workloads are high or during any reduced staffing levels.
• Act as a champion for corporate processes such as Incident, Problem & Change management, taking feedback to develop and maintain the processes and supporting
procedures, ensuring an efficient and effective consistent service is delivered in line with customer SLAs.
• Challenge poor performance or process and instigate improvement activities.
• Ensure working aids are appropriate and updated.
• Coach, develop and motivate colleagues, offering training sessions to address gaps in capability.
• Support the User Help Desk Manager with people management activities such as the PDP pro- cess and managing staffing levels (Leave & Training).
• Ensure that all staff comply with company and department policies and procedures, to include being available to help address personal issues that may affect performance at work and highlight to the UHD Manager where appropriate.
• Assist in delivering briefings to UHD staff on issues or changes that may affect volumes and work patterns at the UHD.
Support Saudi Aramco Employees, Retiree, Vendor and Customers of specific SAP modules ( CRM, Authorizations, IT Assets and Workflows AAE Engine ). This role uses consulting skills, business knowledge, and SAP solution expertise to effectively integrate SAP technology into the client's business environment in order to achieve client expected business results.
* Identify diagnose and resolve level one problems.
* Provide one-on-one end-user problem resolution over the phone.
* Provide support for user authentication and application problems(SAP)
* Utilize the minimum time to report and resolve user incident or inquiry.
* Escalate users request to second level support if it was not solvable within the appropriate timeframe.
* Respond to users complains and concerns.
* Ensure user’s Information is protected.
* Use the Remedy system to report user incidents.
* Act as the focal point for any major IT incidents.
* Analyst of greatest value to our Call Center is one who can perform well based on the specified Roles and Responsibilities. * Provides SAP software maintenance support to correct system errors.
* Uses SAP-internal tools to help in problem resolution.
* Logs, tracks, resolves, and closes service requests to the customer's satisfaction.
* Provides additional SAP support for troubleshooting issues, handling user inquiries, and answering how-to questions.
* Provides direct access to an experienced team of SAP development experts.
MSc Software Engineering - Measures and Models for Software Engineering - Software Engineering P
- Database - Computer Software and Hardware Support - Programming language and Algorithms - Artificial intelligence - Designing
