Application Support Lead
Aljomaih Bottling Plant - Pepsi KSA
Total years of experience :14 years, 6 Months
- Accountabilities:
1. Manages the I-sell Frontend sales distribution system ( Sales Force Automation App).
a. Ensure all the required field sales feature and applied accurately in the system.
b. Sales marketing factsheets are set and implemented as per the mechanics and budgets are controlled thru e-forms.
c. Define the requirements for new functionalities to enhance e-forms with a prime objective of making the user independent.
d. Work closely with the business to identify sales reports for better visibility.
e. Oversee all aspects of managing solutions integration and deployment from SQL-Server to oracle applications.
2. Manage Oracle Business Intelligence - Sales Visibility.
a. Design and architect the development of new requirements for OBIEE.
b. Troubleshoot data discrepancies.
3. Management of all Microsoft SQL Server database.
4. Manage Application Support Team.
Projects:
1. Implement Oracle Order Management for 5 locations.
2. Implement Siebel CRM ( route and customer management modules ).
3. Implement Soti Mobi Control version 14.0 webconsole.
4. Implement Pepsi sales app ( Isell ) android version over 25 locations and 800 sales route.
5. Implement Siebel Pricing and Promotion modules over 2 pepsi company.
- Responsibilities:
o Manage new Implementations end to end
o Manage application support team
o First line support for the corporate solutions (GTM, Portal, HRMS, …)
o Monitor all the different systems to ensure service availability
o Fix application related issues within the agreed on SLA and within the change management process
o Maintain good relationships with vendors
o Participate in creating the SLA for the different applications
o Develop internal team schedule for managing on call, and application ownership and communicate to business
o Provide first line support to Users by providing analysis and resolution for routine operational application issues
o Provide the suitable solutions for any application issue within the agreed on SLA and based on the criticality of the issue
o Monitor the corporate applications to ensure service availability 24/7
o Record and track incidents, complaints or requests. Ensure that problem tickets raised in the right channel are clearly documented and articulated.
o Collaborate with other IT teams (such as infrastructure team) in problem diagnosis and resolution.
o Support deployment of process enhancements by working with business on data collection and training key users on new functionality.
o Perform testing of solutions delivered development team to address process improvements with business process owners, and coordinate with development team for issue resolution.
o Provide end user trainings for new modules/implementations.
o Participate in analysis for new changes and required operational enhancements.
o End to end project management for all new implementations within scope.
- Projects:
o RTM (Sales Buzz) Back/Front End:
Project Manager of salesbuzz project by
• Developing Schedules.
• Time Estimating.
• Cost Estimating.
• Budget Allocation.
• Documentation.
• Team Leadership.
• Working with vendor.
• Monitoring and reporting progress.
Key/End Users Training.
UAT Sessions.
Preparing Test/Production Servers.
Go-Live activity plan.
Rollout Plan.
o HRMS (HCM & Success Factors).
o Fleet Management System.
o Attendance Management System (UNIS).
Responsibilities:
o Provide a techincal support to the users either via Emails or HP Trouble Ticket.
o Implement new system scope on the production servers through Change Request (CRs).
o Enhance, Maintain the existing systems by providing, applying health checks either DB Queries or Shell Scripts.
o Dealing with different monitoring softwares like (HP Site Scope, IMS).
o Provide Support input for all new systems IA Documents.
o Fix System bugs, missing scope through either immediate or Normal CRs.
o Dealing with different DBs types (Oracle 10g, 11g, MS SQL2008 R2, My SQL).
o On Call Support (System Outages, Night Activities).
o Support Oracle Weblogic 10g Administration.
o On Site Support (Night Activities, Time Change Activities).
- Systems:
o Etisalat Portal (Weblogic 10g Administration, Web Center Sites)
o Etisalat Selfcare(ADF).
o Etisalat E-shop (ATG, BCC).
o Wayyak, Saytar (mobile applications backend).
o ISP Platform (MS Dynamics CRM 4.0).
o E-learning System (Sharepoint Administrator 2013).
o Message Engine, Bulk Sms, Dial Reservation.
o SIM Administration (SAI).
- Projects:
o Portal Revamp 2014:
Participated in Implementation and configuration.
Validate Impact Analysis Documents.
Handling System Architecture Diagram.
- Responsibilities:
o Provide database development, and enhancement, as well as management and coordination of changes to existing applications.
o Supporting business users through either ticketing system or email or phone calls.
o Create; enhance X++ reports in ERP System.
o Provide application and business analyst consulting services.
o Identify solutions through understanding client requirements.
o Dealing with Different DB types like Oracle 10g, 11g or MS SQL server 2005, 2008.
o Maintain over 300 HHTs across company branches.
o On call Support.
- Projects :
o Serve as Project Manager via management of end to end system life cycle development of major projects.
o 2012, Launch MS Dynamics 2009 implementation by providing super users training, UAT and end users training.
o Provide user manual documents.
o 2013, Implemented Sales force automation application (SARAS) and MS Dynamics phase 2 (production module) successfully.
o Install and enhance over 300 HHTs
o 2014, SAP Migration
Project Coordination
Blue Print Documentation and Validation
Gap Analysis
Participated in Implementation and configuration
Handling UAT Sessions for more than 80 users
- Business :
o Ensure E2E business process.
o Provide recommendation solutions and set direction.
o Understand business objectives and identifying gaps.
- Technical :-
o Provide database development, and enhancement, as well as management and coordination of changes to existing applications.
o Supporting business users through either ticketing system or email or phone calls.
o Create; enhance X++ reports in ERP System.
o Provide application and business analyst consulting services.
o Identify solutions through understanding client requirements.
o Dealing with Different DB types like Oracle 10g, 11g or MS SQL server 2005, 2008.
o Maintain over 300 HHTs across company branches.
o On call Support.
- Projects :-
o Serve as Project Manager via management of end to end system life cycle development of major projects.
o 2012, Launch MS Dynamics 2009 implementation by providing super users training, UAT and end users training.
o Provide user manual documents.
o 2013, Implemented Sales force automation application (SARAS) and MS Dynamics phase 2 (production module) successfully.
o Install and enhance over 300 HHTs
o 2014, taking part of SAP implementation by providing Super Users training, UAT and end users training.
- Business :-
o Ensure E2E business process.
o Provide recommendation solutions and set direction.
o Understand business objectives.
- Implementation of Siebel CRM by providing user manual documents.
- Support Siebel CRM and Oracle HRMS R12.
- Train business users.
- Provide Process, analysis documents for in-house applications.
- Support in house applications like:
o SIMBA (TE Data billing system).
o OMS
o Mantis, TTS.
Faculty of Computer Science & Information System, Suez Canal University Bachelor degree in Computers and Information Systems 2009, IS Department Grade (good 73.8%) Graduation project grade: Excellent.