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This Position reports to:
IS Service Manager

Your role and responsibilities

In this role, you will have the opportunity to be accountable to deliver and orchestrate the delivery of Information Systems (IS) service line operations activities. Each day, you will coordinate with and supervise internal and/or external third-party supplier resources for the effective delivery and operational performance of the services in scope. You will also showcase your expertise by ensuring continuous improvement and compliance.

The work model for the role is: Hybrid

This role is contributing to the SAP LATAM ERP Team in LATAM.

You will be mainly accountable for:

• Fulfilling the service requests in the agreed Service Level Agreements (SLAs) and collaborating with IS Service Owner to define the domain service catalog.
• Reviewing SLAs and corresponding service monitoring and controlling metrics to identify rightsizing opportunities.
• Dedicating resources to monitor problem volumes, Root Cause Analysis (RCA) quality, solution timelines, and following up on potential improvement opportunities.
• Supporting major incident and critical situation resolution by finding the root cause of incidents (through known errors and root cause analysis), defining workarounds, and following up on fixing root causes (by planning problem resolution and change implementation).
• Conduct daily follow-up meetings to review the status of tickets and pending activities with the support team.

Qualifications for the role

• You hold a degree in Information Technology, Business Administration, Engineering, or a related field.
• You have 3+ years of experience in SAP support or operational service management, with established skills in coordinating technical and/or functional teams and managing escalated tickets from external vendors.
• You are at ease communicating in English, Spanish, and Portuguese (desirable)
• You are immersed in ticket management tools such as ServiceNow, Remedy, or Solution Manager, and enjoy working in the SAP support and service management environment.
• You are captivated by communication, teamwork, and bring strong organizational, prioritization, and problem-solving skills to your role.
• You are certified in ITIL Foundation and ideally also hold ITIL Practitioner Service Management and SAP (functional or technical) certifications.

At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.