Role Purpose:
Serve as the primary liaison between business users and technical support teams for ERP systems. Ensure smooth communication, timely issue resolution, and proactive monitoring of infrastructure hosting the ERP application.
Responsibilities:
- Act as the SinglePoint of Contact (SPOC) for ERP-related issues.
- Log, categorize, and triage tickets using IT Service Management tools.
- Monitor ERP system performance and escalate risks proactively.
- Coordinate patch releases and support change management activities.
- Prepare SLA reports and participate in operational review meetings.
- Maintain SOPs, runbooks, and knowledge base documentation.
- Support training sessions for end-users and helpdesk teams.
Requirements:
- Bachelor's degree in IT, Computer Science, or related field.
- Basic understanding of ERP systems and ITIL processes.
- Familiarity with cloud infrastructure monitoring (training provided).
- Strong communication and problem-solving skills.
- 1-2 years of experience in related field.