​Ford is modernizing in several areas of business by implementing SAP’s S4 HANA solution, which will improve productivity, reduce the size and complexity of Ford's technical footprint, emphasize differentiating capabilities, and to transform and standardize its business processes. This position in the SAP Enterprise Platform Organization at Ford Motor Company will be responsible for a global leadership of a team responsible for L1 production support for applications built on the ERP Corporate Backbone (Finance, Purchasing, Treasury and Material Planning functions)

12 to 15 years of overall IT experience and a minimum 5 years of relevant SAP production support experience, specifically in managing SAP S4 HANA projects. Knowledge and experience with SLA’s, OLA’s, BCA’s and Contracts in insourced and outsourced environments. Exposure to internal and external audit processes and support Experience in a people management role, leadership with and without reports/authority Experience in the Month close processes, Disaster Recovery Support and system performance improvement. Experience in managing diversified teams working across the globe with Onsite and Offshore model. Knowledge of production support industry trends, their impact on business strategies, and SAP’s strategy and service delivery management. Good understanding of SAP ERP, functional and/or technical SAP application knowledge with strong technical and business acumen. Strong acumen to understand the business needs and ability to manage services in a very dynamic environment. Responsible for Incident Management, Request Management, Problem Management and Event management, Operational Metrics and Knowledge Management for ERP Corporate Backbone applications in Finance, Purchasing, Treasury and Material Management functions Develop and update plans to monitor the system and scheduled jobs and collaborate with technical and functional teams to plan for and implement alerting in the system for breaches Ensure support of special scheduled activities such as period close activities, upgrades, launches, DR, etc. including validation of system availability after restarts Develop and implement processes aligned with enterprise processes for incident/problem management, support knowledge management, metrics reporting and business continuity plans Support ad-hoc governance related to internal/external audits associated with ongoing IERP production support by way of executing available reports or reporting status on incidents or problem tickets Plan L1 support availability based on the needs of the functional teams. Measure and report metrics on service quality, service availability, and operational capability of the L1 support team Participate in all product group scrum meetings, provide status updates, highlight performance issues in the I-ERP system, remove blockers for the Production support team to perform their daily operations, escalate, and seek support before incident escalates to an event (outage).  Lead and manage supplier team of highly skilled developers, SAP consultants (MM, FICO , SD, ABAP) catering various types of product services across multiple projects and programs. Manage L1 supplier contracts including changes, ensuring deliverables, adherence to SOW and escalations where needed Continuously improve the performance of the L1 team thru efficiencies and automations where applicable. Review and adapt industry trends to standardize processes and tools used for L1 support Collaborate with other Product teams across the program to align with ITSM process, stakeholder management, cross-team collaboration, and synchronization of effort to drive L1 support Coordinate and collaborate with functional product teams to solve complex incidents and ensure fixes to meet the SLA for incident management Measure and report appropriate performance metrics for incident management including MTTx and SLA metrics Support processes and initiatives to enhance L1 Support, and integrity within the SAP environment, in collaboration with cybersecurity and compliance teams. Meet financial targets of the portfolio and program with timely inputs and effective resource planning. Support hiring, attract and retain talents related activities and Ford India related workstreams as representative/SPOC for the department.