Manage the Middleware applications in Global Service Operation organisation such as SAP Portal, SAP Solution Manager, SAP System Landscape Design, SAP Business Process Automation and Transport Express.
Relationship management of outsource provider, ensuring SLAs are adhered to and that appropriate quality control processes are in place.
Provide advice and feedback to other service owners
Close working relationship with the Support Vendor following the Incident, Change and Problem management methodology.
Ensuring the process and controls is upheld for any deliveries produced within the team or external by vendors or project team.
Escalation contact point for any technical incident or process issue within the Middleware applications
Operating with the Service Operation peers of different time zone in upholding the "Follow the Sun" model.
Manage the lifecycle of the approved products and solutions in use in BAT within their technology domain, to ensure that they remain within support and maintenance.
Understand vendor roadmaps and End Of Life cycles to ensure relevance to BAT
Maintain and Improve the Silent Running and Max Availability model.
Promotes and ensures use of appropriate techniques, methodologies and tools
Keep up to technical speed with chosen technical field or expertise
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