Job Description
IMMEDIATE JOINERS
Job location – Bangalore / Pune
Candidates should be flexible for 24/7 rotation shifts – this is mandatory.
4 days work from Office - – this is day WFH 9 hour shift
Support Project - – this is mandatory.
1-SAP Basis - Service Request
Strong BASIS working experience in products including SAP S/4, Solman, BTP, Azure and SAP Web applications
Expertise in supporting S/4 applications and resolving critical issues related to memory management, performance, etc
Willing to work in SAP Basis support and projects.
Able to handle P1 and P2s on BASIS end
Should experience in Database Administration - Hana and sybase
Experience in System Upgrade, Add-On Installation and handling the SSL certificates
Experience in analyzing and performing technical activities like System Refresh, client copies, parameter changes, Job management, RFCs, SICF, etc
Experience in handling the Managed Service Delivery model
Managing the operations and 24/7 delivery unit
Understanding and working experience in SLA/KPI tracking
Working experience in a global team with 24/7 support
De-escalation experience on IT incidents and requests
Management of multiple activities requiring cross team coordination
Prior working experience in ECS will be added advantage
2-SAP Basis - Zero Outage Room
Strong BASIS working experience in products including SAP S/4, Solman, BTP, Azure and SAP Web applications.
Expertise in supporting S/4 applications and resolving critical issues related to memory management, performance tunning, etc
Willing to work in SAP Basis support and projects
Able to handle P1 and P2s on BASIS end
Root Cause Analysis & Incident Resolution
Beyond RCAs, you will ensure agreed deliverables e.g. improvement action items are delivered in time and reoccurring problem patterns are identified and addressed in projects
Identify & drive initiatives to increase quality of cloud operations, reduce outages, improve efficiency and collaboration
Working experience in a global team with 24/7 support
De-escalation experience on IT incidents and requests
Management of multiple activities requiring cross team coordination
Prior working experience in ECS will be added advantage
3-SAP Basis - Shift Lead
Good written and verbal communication
Management of multiple activities requiring cross team coordination
Understanding and working experience in SLA/KPI tracking
Prior working experience in ECS will be added advantage
Monitor Queue
Assign new tickets
Reassign ticket that are coming back
Getting updates on tickets that have no updates for long time
Check on tickets that are long in customer action
Monitor Service Execution
Check if tickets gets processed in time according start date / scheduled date
Handover to other shifts
EIS reaction
Check on escalated tickets (Escalation Intake Team) -> look for right resource
Solve escalation
MIM reaction
Join Bridgecall and/ or identify technical experts
Check Dashboard
Assure quality in ticket processing (time recording, communication, preparation, …)