• Leads the application support team in managing, troubleshooting, testing and resolving issues related to SAP Concur, SAP Ariba & SAP HCM for AIA global users.• Develop and maintain documentation for configuration, support processes and issue resolution.• Collaborate with other teams, such as SAP BASIS, INFRA, Procurement and Finance teams, during upgrades, root cause analysis, and major incidents.• Provide knowledge transfer sessions, training, and guidance to internal and end-users.• Focal tester for Automated Regression Testing for SAP ERP applications.

• Monitor, provide solutions and resolve SAP FICO, SAP HCM and SAP Ariba SAP Concur support tickets as per SLA.• Works closely and collaborates with other teams during urgent requests, incidents, and application maintenance.• Management, and Knowledge Management.• Responsible to generate daily performance report using Power BI dashboard and MS Excel and present to the management• Conduct SAP Concur training session and knowledge transfer to user and team member for new enhancement.• Perform continuous planning for efficiencies - job throughput, FCR resolution times, service improvements and process improvements.ITIL® 4 Foundation Certified, 21 June 2019SDI© - Service Desk Institute Analyst Certified, 14 Nov 2018

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