Skills: SAP BASIS, SAP HANA, Problem-Solving, Ticketing Systems, Service Level Agreements, SAP Certified Technology Associate, ITIL Foundation Certification
Job Summary
3+ Years of experience
Relevant: Minimum of 2+ in SAP BASIS Admin / Support
Adhering to SLAs
- Mentoring / Training Team Members
- Handling tickets / requests
- Troubleshooting technical issues
- Defining processes and ensuring that the processes are adhered to
- Oversees and is responsible for successful completion of Installation, configuration and migration
- Ensure maximum uptime according to the SLA
- Manage all basis activity performed by the infrastructure basis team members.
Key Responsibilities
1. Provide Technical Support For Sap Basis And Hana By Resolving Tickets Independently, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis For Escalated Issues In Sap Systems, Applying Problem-Solving Skills To Identify And Implement Effective Solutions.
3.
Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Delivering Training Sessions For New Team Members, And Coaching Analysts To Enhance Their Capabilities.
4. Manage Ticket Resolution Within Agreed Slas, Optimizing Processes To Ensure Efficiency And Effectiveness In Handling Support Requests.
5. Foster Positive Customer Experiences By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases, Thus Contributing To Overall Customer Satisfaction (Csat).
Skill Requirements
1. Proficiency In Sap Basis And Sap Hana, Demonstrating Solid Knowledge Of System Administration And Support Processes.
2. Robust Problem-Solving Skills With The Ability To Perform Root Cause Analysis For Complex Issues.
3. Familiarity With Ticketing Systems And Service Level Agreements (Sla) Management.
4. Excellent Communication Skills To Effectively Convey Technical Information To Team Members And Customers.
Other Requirements
1. Sap Certified Technology Associate (Optional But Valuable)
2. Itil Foundation Certification (Optional But Valuable)
📌 Administrator SAP BASIS (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru
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