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Interested candidates kindly apply before 19/05/2023.
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Hiring for SAP Technical
Key Responsibilities:
Issue Solving – Troubleshooting and providing technical resolution on issues reported by customers through tickets, chat or expert mode, for enterprise product suite like SAP Analytics, Business Intelligence, etc.
Knowledge Transfer – Continuous technical upskilling
for self and the peers, documentation of accrued knowledge
Additional Tasks
Key Tasks:
1) Case Solving – on Portal and Expert Chat:
Resolve known errors by means of documentation – SAP Notes, Knowledge Base Articles, solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters
Perform root cause analysis and provide solutions in complex environments for specific fields/areas
Achieve a high level of customer satisfaction through individual case work
Escalate on time and good quality – keep incidents aged days to a minimum
Enterprise Support KPI adherence
Very High incident handling
Maintain and follow your personal development plan by attending e Learning Lessons and Remote Learning Sessions, Classroom Training, Coaching and on the job training
Participate in weekend support activities as
required
Provide extended and 24 hour coverage if required
Report errors to development organizations
Involvement in case reduction tasks like creation
of Knowledge Base Articles and notes,
contribution in community and, forums
2) Knowledge Transfer:
Coaching and Mentoring
Continuous Knowledge Management contribution by Creating Knowledge Base Articles and WIKI Documents.
Deliver standard application/technology trainings
and workshops
Perform knowledge transfer to internal staff and
external customers & partners
Produce e-Learning Content (Forums/Wiki to help
with incident deflection)
Drive creation of Knowledge in area of expertise
and drive proactive proliferation of knowledge created externally and internally
3) Additional Tasks:
Product specialization – be a product expert in at
least one product area
Develop deeper technical skills like reading code /
debugging / creation of small corrections where applicable / SQL
Work as functional expert in de-escalation and
war rooms (Engage in critical customer situations – e.g: CIM escalation, account escalation)
Participate in internal projects driven by internal
requirements
Be involved in CoE/IMS activities driven by
business requirements
Take initiatives improving team’s performance and
efficiency
4) Required Skill Set:
Networking: Basic concepts including knowledge on some
of the commands used on Windows ( e.g. IPConfig, Ping, telnet etc)
Database: Basic queries, stored procedures, performance
optimization techniques, concepts like joins, normalizations, cardinalities. DN drivers, DSN etc.
OS: Basic properties of OS, commands, authentications in
windows. Information around location of logs generation, folder structure, Drivers creation, registry etc.
Aptitude: Troubleshooting skills, know how on recent
technologies.
