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Coupa Team Lead IT Support

2 months ago

Manila, National Capital Region, Philippines OmniQuest, Inc. Full time

The Team Leader for Coupa Application Support will manage a team responsible for supporting, maintaining, and enhancing the Coupa application suite. This role involves ensuring the application is running smoothly, managing incidents and service requests, monitoring interfaces and transactions, and providing leadership and direction to the support team. The Team Leader will also work closely with stakeholders to ensure the Coupa system meets business needs and drives value for the organization.

Key Responsibilities

Team Management:Lead, mentor, and manage a team of Omniquest Coupa support Junior and Senior resourcesConduct regular performance reviews, provide feedback, and support professional development.Provide training and support to Omniquest support team on Coupa application functionalitiesEnsure team members adhere to best practices and operational procedures.Application Support:Oversee day-to-day support activities for the Coupa application, including incident management, problem resolution, service requests, enhancements and transaction/interface monitoring.Coordinate with technical support teams and vendors to address complex issues.Ensure timely resolution of issues and maintenance of service levels.Manage the incident lifecycle, from identification and categorization to resolution and closure.Perform root cause analysis for recurring issues and develop long-term solutions.Maintain incident logs and provide reports on support performance metrics.Work with client to understand their requirements and translate them into actionable support and system enhancements.Gather and analyze user feedback to ensure the application meets business needs.Lead or participate in Coupa-related projects, including upgrades, enhancements, and integrations.Process Improvement:Identify and implement process improvements to enhance the efficiency and effectiveness of the Coupa application support.Identify and implement improvements in existing Coupa configurations and designDevelop and maintain documentation related to application support processes, procedures, and best practices.QualificationsBachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related field.At least 5 years of experience in a Team Lead role.Strong problem-solving skills and attention to detail.Excellent communication and interpersonal skills.Experience in Coupa application support or any related applicationCertification in Coupa is a plusWilling to work 4 days on-site and 1 day WFHWilling to work in Mandaluyong City