Michael Schmitt

- Global responsibility for SAP User Helpdesk (located in Argentina, USA, Ireland, India and China) - 24x7 Follow the sun support model for business applications and infrastructure solutions - Incident Management, Service Request Management, Problem Management and Emergency Management

- Application Lifecycle Management - Global Application Operations - Global License Management - Global Delivery Models - Hardware Supplier Engagement - Internal Operations - Business Activity and Continuity Planning - Mergers and Acquisitions - Special strategic projects

- Industry taskforces - Quality Management: strategies and enforcement (e. g. Six Sigma, Code Reviews) - Release management - Risk management - Capacity planning and management - Partner and customer engagement - Location strategy, evaluation and organizational setup

- Mission-Critical Support - Escalation management - Safeguarding - Empowering and Customer Competence Center - Support Academy - RKT (Ramp-Up Knowledge Transfer)

- Various mission-critical customer projects and engagements - Ensure customers’ critical businesses return to normal operations - Root cause analysis, identification of business impact and setup of action plans - Holistic judgment of project and customer situations - War-room methodologies - Integration of partners - Risk mitigation plans - Ensure 24/7 support for critical customers - Provide reporting and feedback to all involved parties on C-Level - Enhanced Relationship handling

- Various customer projects and engagements in the Retail Industry - Business Applications knowledge such as SAP Retail, Material Management (MM), Finance and Controlling (FI/CO), Supply Chain Management (SCM), Advanced Planning and Optimization (APO), Apparel and Footwear (AFS), Warehouse Management, etc.) - Solid technical background of the SAP Basis components (today SAP NetWeaver)