SAP BASIS

Rel. Exp – 5 years
SAP system Administration, incident handling, problem management and troubleshooting activities, RCA, risk management and resolving any issues/incidents
Acknowledgement/Cleaning of alert logs
Cleaning/archiving of transport logs/import queues

RFC Link Maintenance:

System performance monitoring

Searching for Missing Indexes:

Memory Management: Page In/Pages Out
Memory Management: Ext. Memory/ Roll In/Out

Installing SAP License:

Configuring the System Log:

Setting Up Logon Groups:

Installing Printers – to change as Printer configuration as SAP

Sending System Messages:

Profile Generator: Maintaining Activity Groups/Roles
Operation mode maintenance
Creating a new operation mode
Adjusting the timetable
Manually switching modes
Scheduling exception operation
Setting up operation modes

Activities on SAPNet:

SAPNet user administration

• Logging on to SAPNet
• ECC6.0 Front-end
  Entering a customer message
  Tracking message status
  Receiving responses from SAP
  Confirming an closing messages
  Requesting support packages
  Downloading files from SAP servers
  SAP remote services
  Opening a connection for remote service
  Testing a remote service connection
  Scheduling an early watch session
  Scheduling a remote consulting session

Registering developers and SAP objects Using SSCR:

Searching the notes database
Management of the Transport Management System (TMS)
Transporting transport requests and investigate and resolve transport failures/errors
Determining old data in transport directories
Clearing old data from the transport directories
Maintaining transport landscape
Support Package/ Add-ons
Finding support packages
Downloading and importing support packages
Regular support pack installations
SPAM/SAINT
Concepts on SPAU and SPDD while application of support packages
Client Maintenance
Maintaining clients and client-settings
Client Copy – remote and local
Client export/import

Automatic Note application through SNOTE:

Printer Configuration
SCOT monitoring
Monitor the growth of database , data files, tables, indexes
Monitor fragmentation – Data files, tables and indexes
Monitor Space usage of indexes, tables – Monitoring free space.
Verifying Data blocks in data files.
Monitor transaction logs
Analysing tables, indexes and clusters – Analyse table compute statistics.
Monitoring the shared pool – Library cache, Data dictionary cache, Wait statistics
Monitoring Database Buffer Cache, Multiple Buffer Pools.
Monitoring I/O contention
Problem troubleshooting and resolution for escalated calls
Router setup and support and OSS configuration

Setting up SAP Logon groups:

Database restoration and recovery
SAP installation/ re-installation and configuration – on existing landscape during any H/W or OS
failure Or any other incident which prevents from system / users to work normally
Planning and managing support packages and kernel patch upgrades, client copies/transports
Planning and executing database patch

Automatic Note application through SNOTE:

Printer Configuration
SCOT configuration

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Do

• Ensure timely response of all the tickets raised by the client end user

• Service requests solutioning by maintaining quality parameters

• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep

• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe

• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction

• Provide an acceptance and immediate resolution to the high priority tickets/ service

• Installing and configuring software/ hardware requirements based on service requests

• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations

• Provide application/ user access as per client requirements and requests to ensure timely solutioning

• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer

• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction

• Coordinate with on-site team for complex problem resolution and ensure timely client servicing

• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

		No
		Performance Parameter
		Measure

		1.

		100% adherence to SLA/ timelines

		Multiple cases of red time

		Zero customer escalation

		Client appreciation emails

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