Job Summary

The Tower Lead for Support & Operations plays a critical role in overseeing operational risk management and SAP security governance within the organization. This position is essential for ensuring the timely resolution of escalations, delivering services according to the Statement of Work (SOW), and implementing strategic initiatives that enhance operational efficiency and customer satisfaction.

Key Responsibilities

1. Ensure Generation Of Tower-Level Revenue By Leveraging Operational Risk Management Strategies And Sap Security Frameworks To Drive Profitability And Performance.
2. Oversee The Resolution Of Escalations And Crises, Ensuring All Tasks Are Closed Within Agreed Sla Norms, Utilizing Effective Risk Management Practices.
3. Validate Operational Reports And Maintain Operational Hygiene By Implementing Governance Measures In Sap Grc, Ensuring Compliance With Organizational Standards As Outlined In The Sow.
4. Foster Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance Service Delivery And Operational Excellence.
5. Drive The Implementation Of Profit Improvement Plans (Pip) By Identifying Opportunities For Automation And Self-Driven Initiatives, Ensuring Alignment With Strategic Business Objectives.

Skill Requirements

1. In-Depth Knowledge Of Operational Risk Management Principles And Practices.
2. Solid Understanding Of Sap Security And Governance, Risk And Compliance (Grc) Frameworks.
3. Experience In Managing Operational Escalations And Implementing Service Level Agreements (Slas).
4. Proficiency In Developing Initiatives That Enhance Customer Satisfaction And Operational Efficiency.
5. Advanced Proficiency In Data Analysis And Reporting Tools Relevant To Operational Risk And Performance Metrics.

Other Requirements

1. Optional But Valuable: Certified In Risk Management Professional (Crmp) Or Sap Certified Technology Associate In Grc