Assistant Manager - SAP GRC and Security

The Assistant Manager supports and assists with the day-to-day access requirements of users and related issues raised in ServiceNow. They will be responsible for day-to-day monitoring of the process queue, tracking it, and meeting the SLAs. The scope of responsibility includes supporting any technical issue related to access and coordinating with the customer, product team, and other technical teams to resolve the issue faced by users. Provide day-to-day support to ensure uninterrupted 24/7 support for the SAP GRC team. Provide weekend support as per the business requirements.

The core responsibilities for the job include the following:

Team handling:

• Shift in charge takes responsibility for SLA for their respective shifts.
• Assign tasks and monitor the progress of assigned tasks.
• Effectively manage workload in the ServiceNow and GRC Tool system
• Ability to manage and interact with clients and handle escalations effectively.
• Actively develop team members and direct reports by providing day-to-day guidance, feedback, and on-the-job coaching.

Process handling:

• Working knowledge of defining the segregation of duties framework.
• Understanding and knowledge of business processes and the controls.
• Triaging and troubleshooting security issues in ECC, BW, GRC, BOBJ, Soleman, and HANA.
• Resolve SAP application issues that arise from the firm's global software applications. Provide guidance, assistance, coordination, and follow-up on client questions or problems.
• Root cause analysis should be provided. Must be able to clearly convey issue resolution to the customer as well as to share this information with other team members by documenting within the knowledge management framework.
• Identify sources and trends of functional and technical issues to help prevent future occurrences that will negatively impact the customer experience.
• Work with internal subject matter experts to obtain resolution. Reviewing the issues handled by the team members before escalating further/when sending back to the customer.
• Doing the quality check on the cases on a day-to-day basis.

Quality Control:

• Ensure sampling and quality are completed as per agreed timelines.
• Work on the projects agreed with the client and execute them promptly.

Requirements:

• Any bachelor's degree with a minimum of 7 to 10 years of experience in SAP GRC Security and Certification is preferable.
• Minimum 7 to 10 years of experience in SAP GRC Security.

Technical Skill:

• Experience in SAP Security ECC, BW, BOBJ, HANA, SolMan, and GRC.
• Experience in GRC access control and EAM.
• Strong understanding of SOD issues and controls in ECC.
• Good hands-on experience in SAP user/role administration across all the SAP systems in the landscape.
• Should have good experience in ServiceNow or any other query tool

Support Management:

• Should have led a team of 3 to 10 people with the ability of resource planning.
• Should know how to conduct monthly reviews with reporting team members with all the relevant data points.
• Should know preparation of training plans and assessments.
• Mentor the team members for peak performance.
• Experience in managing incidents and service requests in a ticketing tool and providing support for incident management and ensuring timely resolution under the defined SLA.
• Team handling experience.
• Good (English) communication skills and the ability to interact and network with both external stakeholders, internal stakeholders, and other data collection specialists.

Reporting:

• Ability to work closely with customers, technical teams, and functional teams to ensure successful project execution.
• Expertise in SAP reporting tools, their analysis, and their interpretation for improved business insights.
• Should be able to execute GRC tool-related reports as per the schedule.
• Reasonable working knowledge of MS Excel and MS PowerPoint is preferable.