Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalations and incidents within the SAP BASIS and HANA environments. This position is pivotal in maintaining high-quality standards in operations, driving customer satisfaction, and enabling effective communication between technical teams and business stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents In Sap Basis And Hana Environments, Adhering To Agreed Slas And Quality Norms.
2. Conduct Value Addition Activities, Including Mentoring Team Members, Preparing Standard Operating Procedures, And Maintaining Comprehensive Documentation To Enhance Operational Efficiency And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Human Error Compliance, While Actively Participating In Capacity Planning For Sap Systems To Optimize Performance.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Regular Customer Meetings To Identify And Address Any Operational Issues.
5. Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis To Key Business Stakeholders, Facilitating Informed Decision-Making And Performance Improvement.

Skill Requirements

1. In-Depth Proficiency In Sap Basis And Sap Hana Administration And Support.
2. Strong Analytical Skills With The Ability To Perform Root Cause And Trend Analysis.
3. Excellent Communication And Presentation Skills For Effective Stakeholder Engagement.
4. Familiarity With Itil Frameworks And Incident Management Processes.
5. Ability To Mentor And Guide Team Members In Operational Best Practices.

Other Requirements

1. Sap Certified Technology Associate (Sap Hana) Optional But Valuable.
2. Itil Foundation Certification Optional But Valuable