AddressEXPERIENCE : 7-8 years of experience in IT Operations space. Having worked with /in SAP BASIS, technicians or analysts, along with some management experience.
DESIRED CANDIDATE PROFILE :
- Experience in IT Operations of systems and enterprise wide client server application architectures like SAP or SAP BASIS
- Strong interpersonal skills with the ability to interact effectively with team members, partner teams, management personnel, and end users throughout the organization
- Ability to consistently meet and exceed expectations and incorporate customer service into all aspects of work.
- Self-driven and motivated candidate
- Ability to work with various system support teams from different domains (Windows OS, MS SQL Database, SAP BASIS, systems hardware, networking, etc) as well as individually to effectively manage IT personnel, set priorities & drive excellence in SAP operation initiatives
- Good trouble shooting and problem-solving skills
- Good understanding of ITIL principles and processes
KNOWLEDGE AND SKILLS REQUIRED :
- Operations /Support experience on enterprise systems, data centre landscapes. Multiple years of SAP Data centre operations support experience
- Working knowledge of SAP ECC BASIS administration with knowledge of other SAP systems like PI, SOLMAN, Fiori, etc
- Skilled in troubleshooting with analytical mind to solve complex issues
- Knowledge of Windows and/or Linux enterprise grade operating systems, basic monitoring and management
- Knowledge of RDBMS databases like MS SQL, Oracle, basics of querying, database administration, monitoring and management
- Knowledge of Client server technology
- Knowledge of working of cloud applications, virtualization, antivirus, backups, authentication, IT services access policies, and related internal and external security considerations, encryption systems, including certificate systems.
- Basic understanding of network, communication & security systems like firewalls, encryption systems, including certificate systems
- Ability to maximize the utilization of technologies deployed
- Committed to continuous learning and ability to guide and mentor teams
- Ability to conduct and share as deliverables - periodic performance, upgrades, security assessments and reviews
- Knowledge of SDLC, ISO /CMM, ITIL, software testing certifications /knowledge shall be an added advantage
- Experience in continuous improvement of technical support in the SAP Basis Administration area for the SAP system landscapes
- Effective resource & time management
- Lead org /partner teams of SAP tech modules, BASIS that support, monitor & maintain systems for stability and performance; ensuring that org's systems, services, and infrastructure work reliably and securely.
- Oversee and direct the day-to-day activities of org's IT-SAP system administration. Manage the day-to-day operations of SAP BASIS & tech support and asset management.
- Work to continuously improve technical maintenance & support in the SAP Basis Administration area for the SAP system landscapes
- Ensure timely maintenance & support, handle escalations, resolve user issues, and monitor, maintain & support the performance of business-critical systems for irregularities, security, stability and performance issues and to prevent delays, slowness, outages and quickly resolve ongoing issues.
- Regular review of system data, early watch reports and error logs, along with user reports, to determine RCA, areas for improvement / troubleshooting and repair. Ensuring the system reports /EWAs are in green
- Directing the activities of onsite /offshore teams, both to directly support end users and to assist, ensure system maintenance, performance monitoring, security, backup, upgrades and directives. Assess current department needs and help desk inquiries and assigns personnel to resolve each issue.
- Ensure that the department operates effectively and reliably, developing and maintaining service level agreements (SLAs) for the help desk.
- Ensure development & maintenance of IT assets / configuration items / documents, guides conforming to ITIL / Org's standards and policies
- Suggest best practices /improvements to support activities
- Ensures issues, service requests, changes are identified, tracked, reported on and resolved in a timely manner, following the standard procedures
- Plans effectively, sets priorities, and manages several complex projects simultaneously while working to meet project /activity deadlines.
- Manage resources in accordance with project schedule.
- Providing access to end users as per roles & authorization /access management policy
- Participate in operations as well as assurance activities as per role requirements
- Deliver informative, well-organized presentations and communicate difficult/sensitive information tactfully.
- Training team and end users
- Leads testing efforts and ensure successful testing of changes before implementing them in live scenarios
