SAP BASIS

Location: Mumbai

Rel. Exp – 7 to 10 years

SAP ECC, SAP EP, SAP CRM, SAP BW, and SAP SOLMAN, SAP PI and PO, SAP Fiori, SAP BO and SAP Mobile Platform.
SAP Database Skills Level L3:
SAP HANA, Oracle, MSSQL, Sybase, DB2.
Implement and maintain the multiple SAP instances that comprise the SAP environment (development, test, training and production). Maintain the integrity of the SAP environment by managing the SAP Correction and Transport System (CTS) to ensure all configuration and development objects are promoted properly.
Introduce technical changes into the environment using a structured approach that minimizes risk and achieves high reliability, availability and performance of each SAP instance.
Design and implement an optimal SAP configuration to maximize system performance and availability.
Install and configure all required SAP database servers and application servers.
Manage SAP users, authorizations, and profiles.
Distribute the online SAP user workload and monitor and manage the SAP background job workload.
Configure and manage the SAP printing subsystem for all SAP instances.
Maintain SAP performance by planning and executing SAP tuning strategies.
Monitor all SAP systems (work processes, users, system logs, short dumps, locks, developer traces, system traces, disk space, etc.).
Administer the SAP database with Database Administrator (plan and perform database upgrades, apply database maintenance, design and maintain physical database layout, perform database reorganizations, design and implement backup and restore strategy, maintain database security, administer database performance, manage database storage, database problem determination and resolution, etc.).
Perform SAP client administration (create client, copy client, delete client, export/import client) as required.
Participate in the planning and implementation of SAP system upgrades.
Apply and migrate SAP maintenance (hot packages and kernel upgrades) through all systems using a structured methodology.
Develop and maintain system documentation for all SAP instances and interfaces.
Provide status reports for projects to management
Handling Customer meeting and major incident Calls.
RCA preparation of major incident.
Guiding and helping L2 and L1 engineers technically.
Handling as per the customer audit policy.
Enabling the DR system as per the customer policy.
Concentration in SAP Monitoring, Administration and Maintenance, ChaRM change management, SAP Webs-services, SAP Basis systems reside in a primarily Unix server environment, with several modules in Windows and Linux. Databases are primarily Oracle 11.2.0.4 and above. Experience or understanding of Performance management and systems management utilizing SAP supplied tools
Knowledge of SAP interfaces, such as RFC, ALE, CIF, SAP Connect, PI, SAP Certificates, Single-Sign-on.
SAP Netweaver concepts and hands-on working knowledge of SAP Java stack and ABAP stacks.
Understanding or hands-on working knowledge of SAP Solution Manager components (CHaRM change management, MOPZ, LMDB, SMD Diagnostics/RCA, Monitoring, Projects, CCMS), System Landscape Directory, Process Integration (PI).
Understanding or working knowledge of SAP Transport Management system (CTS & CTS+), TDMS, client copy, System Refresh activities, Print and spool management, tuning SAP in various environments, profile and parameter management, security management, file and storage management.
Performing Installations, Upgrades, SPS/EHP Upgrades, backup/recovery, systems configuration and integration, and production support.

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Do Oversee and support process by reviewing daily transactions on performance parameters

	- Review performance dashboard and the scores for the team

	- Support the team in improving performance parameters by providing technical support and process guidance

	- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions

	- Ensure standard processes and procedures are followed to resolve all client queries

	- Resolve client queries as per the SLA’s defined in the contract

	- Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting

	- Document and analyze call logs to spot most occurring trends to prevent future problems

	- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

	- Ensure all product information and disclosures are given to clients before and after the call/email requests

	Avoids legal challenges by monitoring compliance with service agreements

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**Handle technical escalations through effective diagnosis and troubleshooting of client queries**

	- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements

	- If unable to resolve the issues, timely escalate the issues to TA & SES

	- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

	- Troubleshoot all client queries in a user-friendly, courteous and professional manner

	- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business

	- Organize ideas and effectively communicate oral messages appropriate to listeners and situations

	Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s

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**Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client**

	- Mentor and guide Production Specialists on improving technical knowledge

	- Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist

	- Develop and conduct trainings (Triages) within products for production specialist as per target

	- Inform client about the triages being conducted

	- Undertake product trainings to stay current with product features, changes and updates

	- Enroll in product specific and any other trainings per client requirements/recommendations

	- Identify and document most common problems and recommend appropriate resolutions to the team

	- Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver

		No
		Performance Parameter
		Measure

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT

		2
		Team Management
		Productivity, efficiency, absenteeism

		3
		Capability development
		Triages completed, Technical Test performance