Senior SAP Basis Engineer

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Requirements:

• Advanced Managed Services experience.
• Advanced knowledge and experience in ticketing tools, preferably Service Now.
• Worked in multiple large Global Enterprise client outsourcing projects.
• Advanced vendor management experience.
• Track record of effective shift left work management skills (moving work to junior levels).
• Advanced experience and understanding of the IT industry and standards for IT service management.
• Advanced experience in more than one area of expertise.
• Advanced experience across Emerging technology and trends impacting IT operations.
• Advanced years of experience managing Packaged Application technologies such as ERP, Middleware and other business critical software.

Responsibilities:

• Proactively monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature.
• Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA Provides timely and consistent updates of tickets with resolution tasks performed.
• Proactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides forth level support to all escalated incidents, requests and identifies the root cause of incidents and problems, responds to tickets where third line engineer teams were unable to fix the problem.
• Shares such knowledge, to resolve issues, documents them, and pushes the knowledge down to other engineers.
• Communicates with other teams and clients for extending support.
• Acts as emergency support contact as needed, for critical client and business-impacting issues.
• Ensures that the shift handover process highlight any key escalated open tickets to be focused on along with a handover of upcoming operation critical tasks to be carried out in the next shift.
• Supports, tracks, and documents change implementation.
• Provides timely escalation of all tickets to management with ensuing updates, where applicable.
• Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks.
• Systematically gathers relevant information and applies technical knowledge to analyse and uses highly technical troubleshooting tools and content and analytical practices.
• Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments.
• Coaches Service Desk, Operations Centre, and L3 teams offering technical expertise and pushing work down to other engineering teams.
• May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Performs any other related task as required.