Applications Support Manager at Co-operative Bank of Kenya

Reporting to the Head – Technology and Enterprise Systems, the SAP Application Support Manager will be responsible for all aspects of managing the day-to-day successful running of the Co-op Bank SAP Landscape.

The role holder is required to be widely knowledgeable & experienced in architecture to carry out implementation and support of SAP technical infrastructure (and integrated components), security, and change management processes across the Bank. Additionally, the ideal candidate should have experience leading teams in a dynamic and collaborative environment with ability to communicate effectively within and across all organizational levels.

Job Responsibilities

• Manage the SAP first line support team responsible for the SAP Applications stack while providing a single point of contact for other teams on all SAP technical design and support issues.
• Manage 3rd party suppliers and coordinating regular support review meetings to ensure SLA’s are met and that support calls are effectively triaged and resolved in a timely way as well as ensure priority setting for calls.
• Work alongside the Project teams to ensure Projects are accommodated with support and the wider IT function to ensure change is managed alongside other IT infrastructure activities.
• Ensure the integrity of the SAP landscape (functional consistency) and proactively work with 3rd Parties to ensure it is patched and maintained in line with current best practice.
• Work with IT to provide required management information on a regular basis to set systems performance KPIs (Key Performance Indicators) and SLAs (Service Level Agreements).
• Ensure systems are managed efficiently, are resilient, are backed up appropriately and that a Disaster Recovery solution is in place and tested annually. The SAP support manager will also feed into any business continuity planning.
• Deliver end-to-end service provision for the services provided to the business in accordance with agreed Service Level Agreements.
• Perform Failure Modes and Effects Analysis for proposed changes on key modules, to ensure high performance on SLAs for Uptime.
• Participate in architectural decisions and provide input to enterprise architecture team while ensuring management and solution delivery of SAP security resource.
• Oversee the overall development & execution of business production support process and incident management.

Qualifications 

• A Bachelor’s degree in an ICT related field from a recognized university. Possession of a master’s degree will be an added advantage.
• Understanding of SAP ABAP development concepts, guidelines and SAP architecture
• Experience with SAP ABAP design and development.
• Skilled in multiple disciplines around Configuration, Installation, Post-Installation, User Administration, Client Administration, Transport Management System (STMS), Background Job, Patches Installation, Kernel Upgrade, Spam Update, Operation Modes (RZ04), and Load Balancing (SMLG)
• Have familiarity with SAP System Monitoring t-codes
• Minimum 7 years’ of relevant experience in IT working across multiple technology platforms and or project management coupled with 2+ years’ experience in SAP support/project delivery.
• Logical, analytical and investigative mind, together with creative abilities with an ability to handle complex information with accuracy and attention to detail.
• Strong problem-solving skills with high mathematical aptitude.
• Good team working and interpersonal skills to enable working closely with staff at all levels throughout the organization, including managers and IT specialists.
• Work with IT and Project teams to ensure submitted system enhancement / changes have undergone adequate functional & volume testing before release to production.
• Strictly adhere to all regulations, statutes, standards, practices and all internal processes and procedures as per the relevant manuals and comply with all relevant external legislation and regulations with regard to Compliance requirements.