Introduction
We are looking for 2+years experienced candidates for this role.Provide first-level support for SAP users by monitoring incidents, resolving known issues, and routing complex cases to L2/L3 teams. Preferably good understanding in SAP Master Data mgmt, ECC, BW modules, along with WM/MM , SD , Basis & Security aspects.
Work Time : 10:00 AM -6:00 PM /6:00 PM -2:00 AM
Responsibilities include:
- Monitor SAP incident queues and categorize tickets. Take ownership and provide users timely responses.
- Proactive and quick response required. Self exploring for basic fixes is desirable.
- Do Prioritization, Severity alignment and triaging of tickets to decide response time and handover as needed to L2/L3 team one Basis Infra team.
- Resolve known errors using knowledge base/runbooks.
- Escalate unresolved issues to L2/L3.
- Perform basic user admin tasks (password reset/unlock).
- Document incident resolutions and maintain KB articles.
- Proactively monitor system alerts and job failures.
- Coordinate with functional/technical teams to ensure timely resolution.
- Collaborate with users to capture and validate incident details effectively
- Exposure to ITIL process fundamentals preferred