We are looking for a highly motivated and detail-oriented IT Technical Support to join our ATLAS (Automation of customer Life Cycle across SAP) to support ATLAS Tool chain. In this role, you will support the lifecycle of SAP solution landscapes for enterprise customers from onboarding to offboarding ensuring each landscape is accurately configured, monitored, and transitioned through key lifecycle stages.
You’ll work closely with cross-functional teams to resolve tickets raised via Jira (and soon ServiceNow), investigate system landscape issues, drive timely resolutions, and maintain process compliance. The ideal candidate is a logical thinker, effective communicator, and proactive team player with a solid sense of ownership and service quality.
Key Responsibilities:
Manage and resolve customer issues related to SAP solution landscapes, raised via Jira or ServiceNow.
Experience in IT Technical support in anyone of Cloud service provider like Azure, AWS, GCP
Experience working as Site Reliability Engineer
Validate customer landscape configuration, status transitions, and lifecycle processes using internal tools.
Investigate discrepancies (e.g., incorrect system statuses or missing dates), identify root causes, and implement corrective actions.
Coordinate with internal and customer-facing teams (CFUs) to ensure clarity on issues and actions needed.
Ensure key operational data (e.g., Fulfilment Dates, landscape statuses) is accurately maintained and compliant with internal policies.
Drive collaboration across teams to expedite resolution of critical issues, maintaining professionalism and accountability.
Document solutions, create or update knowledge base articles and process wikis for team learning and process consistency.
Mentor new joiners or teammates as needed, especially during feature rollouts or process changes.
Suggest process improvements and automation opportunities for better efficiency and quality of service.