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