Job Description
RESPONSIBILITIES:
· Handling of tickets.
· Provide 2nd level of support to SAP Basis issues reported by the monitoring tools.
· Escalate alerts that require further support.
o Create a P2 ticket for any production system having performance issues.
o Create a P1 ticket for any production system having availability issues.
· Document tickets with the troubleshooting performed for the upcoming issues.
· Perform Health Checks.
· Log into the systems at SAP level and through the specified Transaction Codes validate the integrity of the system.
· Log into the systems at OS level and validate the integrity of the system using the given commands.
· Generate reports.
· Log into the systems at SAP level and using the specified SAP Transaction Codes and provide the required information on a document.
· Log into the systems at OS level and by using the given commands, provide the required information on a document.
· Create and/or update documentation.
· For any new procedure, create a Work Instruction on how to perform it.
· Update any obsolete process of a given document.
· Drive communication.
· Follow up on emails sent by customer and the requirements stated on them.
· Inform next level of support of what we have perform on a system.
· Engage on phone conference to provide required information to customer and/or next level of support.
QUALIFICATIONS:
· IT bachelor’s degree.
• Tier 2 SAP Basis knowledge.
• Tier 1 Data Base knowledge.
• Proficient English level of communication.
Knowledge
• Solid experience with SAP Transaction codes.
• OS experience on Windows and Linux.
• Experience with Oracle and SQL DB.
Technical / Professional Skills
• Multitasking.
• Follow processes.
• Self-taught person.
WORKING CONDITIONS:
· Must have an excellent internet connection at home or being able to move to office at any hour of the day.
· Availability to rotate shifts on a weekly basis.
· Focus on results.
· Work under medium level of stress.
CONDITIONS OF EMPLOYMENT:
· Permanent
· Full-time