• Provide hands-on technical support for users, troubleshoot and diagnose functional and technical issues • Management and tracking of production problems and user request • Responsible for change release preparation and deployment • Review of rollout, verification and fallback procedures to ensure practicality and accuracy • Ensure adequate performance and operation of the systems Facilitate problem solving between business, vendor and development team • Production incident management and communication • Run production outages, track and follow up on root cause analysis and remediation • Manage the application vendor to meet the agreed service level

• Perform UAT on new projects (SAP and Microsoft Dynamic Nav) • Monitor and track progress of defects fixing • Work with Sales, Planning, Logistics, Finance and Account, Logistics to ensure ERP systems quality • Provide 1st level support for internal users • Review and provide comments to product requirements documentation and change request • Gather the requirements and change request • Provide training and user guide for the ERP • Provide the SOP (standard operation procedure) for the ERP • Ensure proper procedures are in compliance with internal control requirements for company’s operations & system flows • Identify business process improvement opportunities and solve issues in company’s operations and system flows, including IT system support

• Perform testing on customer solutions prior to product release • Monitor and track progress of defects fixing • Work with different parties to ensure product quality • Design test plan and test case • Gather the requirements and enhancement request • Review the product requirements documentation • Provide training, user guide and production support