SAP Application Support

Qualifications


a. Education

● Bachelor’s or College degree in Information Technology, Computer Engineering, and/or related fields. Other courses are welcome as long as he or she has extensive related experience.



b. Experience

● Has at least one (1) year of experience in Level 2 Application Support, Incident Management, Problem and Change Management

● Experience in business domain processes is preferred but not required



c. Skills

● Strong Analytical and Problem solving skills

● Fast learner in terms of understanding and analysing business processes

● Strong familiarity and working knowledge on Incident, Problem, and Change Management

● Highly Proficient in specific technology platforms and tools required by the business

● Experienced with any ticketing system

● Customer oriented and Good communication

● Language : Fluent in English (Written and Oral)



d. Desirable Traits

● Professional, Honest and with Integrity

● Resourceful and self-motivated

● Team oriented person

● Persevering and patient

● Strong attention to detail

● Sense of urgency and commitment

● Passionate and Fast learner

● Logical Person

● Knows how to work smart

● Can work well under pressure and minimal supervision

● Caring Person and desire to mentor other colleagues



e. Work hours and working conditions

● To provide and deliver solutions within the defined timeline across regions, may need to go on different shifts or extended working hours.

● Some days may be heavy while others may be light. Extended working hours may be required if the need arises

● May require travel to other sites

Job Description
I. POSITION OBJECTIVE/ JOB SUMMARY: (Brief description of why the position exists or the overall purpose of the job.)



● Analyzes, investigates, troubleshoots, configures applications used by end customers utilizing knowledge and experience in specific technology platforms and business domain’s processes within a specific period following agreed service level agreement timelines.

● Follows the Standard Operation Procedures (SOP) in order to support system application of end customers within the defined Service Level Agreements (SLA).

● Provides continuous service improvements to eliminate or prevent incidents or problems and improve service quality for end customers.



II. KEY RESULTS AREAS/JOB RESPONSIBILITIES: (Describes the results for which the position has an on-going accountability. Accountabilities are statement of the important end results, which the job needs to achieve to justify its existence. Each accountability statement should relate to a single end result which must be accomplished and to which some measurement of performance can be applied.)



1. Incident Management

a. Receives incidents from the L1’s for resolution and support and works continuously with them to gain information beneficial to the resolution of the incident.

b. Performs deep analysis and investigation of the incident received from the L1’s.

c. Diagnose faults and determine whether new incidents are related to known errors or existing incident records.

d. Consults and works with his or her Domain Lead regarding the incident as well as the business domain processes.

e. In case of major or P1 incidents, L2 application support is expected to diagnose and to identify root cause and provide a workaround or solution to the incident as quickly as possible within the scope of his or her level.

f. If a major incident occurs after working hours then he or she would have to be available to resolve the issue on priority.

g. Directly communicates with end customers for additional information of the incident.

h. Escalates to the L3’s when technical skills are out of scope to complete the tasks or do not solve the incident.

i. Contributes to the knowledge base essential for continuous process improvement for the L1’s and for his own role.







2. Problem Management

a. Identifies, reports and submits details of potential problems to the Problem Manager for his or her review.

b. Reviews, analyzes, and investigates the problem in order to identify its root cause and provide corrective action/permanent solution or preventive action.

c. Consults and works with his or her Domain Lead regarding the problem.

d. Identifies and reports the need for a change request to resolve the problem.

e. Creates and documents root cause analysis details, workaround, and corrective/preventive actions.

f. Implements corrective/preventive actions to the problem within the scope of his or her level.

g. Verifies if the action has addressed the root cause. Additionally, ensures that the implemented action does not result in another incident.

h. Provides an update to the Problem Manager regarding the outcome of the implementation.



3. Change Management

a. Identifies the incident or problem if it requires a change request to resolve the issue.



4. Administrative

a. Understands and complies with CMMI standards of the organization.

b. Maintains and updates daily monitoring of service deliverables.

c. Prepares and submits needed reports.

5. Teamwork

a. Consults with Domain Lead for direction, guidance, work and performance details, career development and also raises issues, concerns and suggestions for his or her own betterment as well as for team and organization.

b. Ensure continuity of providing service by flexibly adjusting to help other team members.

c. Assists in the knowledge transfer during project turn-over.

6. Learning and Development

a. Expands knowledge on business processes and IT related information.

b. Stays up to date on current technology, systems information, problems, changes and updates relevant to the team.

7. Performance of other tasks as maybe assigned