Your role in our team:
- Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLAs.
- Quick responses during escalations, take proactive steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for IT Headquarter system and Driving initiatives to standardize and simplify server operations.
- Root Cause analysis for Service requests execution failures, Repetitive failures, Long running incidents, IT Headquarter and systems triggering repetitive alerts, and other issues – continuous improvement methodologies.
- Analyse root-causes of the failures (if known) in achieving the KPIS and define a corrective action plan, with well-defined mitigation steps.
- Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery.
- Process improvement initiatives for daily operational activities.
- Follow standard operating procedures by focussing on automation enhancements.
- Proactive Operation services for IT Headquarter and service on-demand with improvements plans to all the stakeholders involving the customer.
- Perform active monitoring of SAP system landscape holistically.
- Proactively conduct troubleshooting, alerting and response.
- Continues dump and error analysis (e.g. RFC queues, job errors, posting errors)
- Follow-up with developers on necessary improvements
- Implementation of SAP notes and SAP Security notes
- Administration of Microsoft SQL Server
Your Qualification:
- Bachelor's degree or higher in Computer Science, Engineering, or Information Management
- 3+ years of experience in the IT industry, with a primary focus on SAP technology (BASIS).
- Hands-on experience in one of the areas like Basis, System Performance Management, Lifecycle events (Upgrades / Updates), S4 would be an added advantage.
- Practical knowledge with SAP technologies like SAP NetWeaver, SAP HANA.
- Advanced technical backgro