Job Description
· Serves as the HP Level 3 Support
· Collaborates with the HP Level 1 and 2 Support team
· Participates in the knowledge transfer and transition phases
· Participates in the knowledge transfer and transition phases
· Provides specialized skills and knowledge of a particular domain (technical, business and/or application) that helps to ensure rapid resolution of Incidents and service calls
· Provides workarounds for incidents that cannot be permanently resolved immediately
· Performs the activities necessary for the immediate short-term resolution of incidents and service requests so those customers can resume work as rapidly as possible following a service interruption
· Provides comprehensive and accurate information to management about the quality of Support
· Makes service improvement suggestions to management
· Accurately and fully completes the service request/incident records
· Assesses incident priority and determines if the priority needs to be adjusted based on additional information
· Coordinates incident resolution and service request completion with various workgroups
· Provides information to customer regarding the status of their incidents or service requests
· Communicates with the customer to gain agreement that the incident or service request has been completed and closes the record
· Documents known errors, workarounds and resolution plans
· Keeps the Problem Record Updated in a timely manner
· Submits Change Requests to implement the corrective actions.
· Validates corrective actions and works with Problem Coordinator to ensure Problem has been solved
Qualifications
Education and Experience Required:
- Candidates must have at least a Bachelor's/College Degree in Computer Science/Information Technology.
- At least 5 years of hands-on experience in SAP Basis Administration.
- Required skills: SAP Basis, OS and Database Administration.
Knowledge and Skills Required:
- Can do shifting work and/or graveyard shifts.
- SAP Basis administration work experience
- Strong in service support operations.
- Strong troubleshooting, analytical, problem-solving, and conceptual skills.
- Strong customer focus and management of client expectations.
- Excellent English oral and written communication skills.
- Excellent teamwork skills.
- Can work with minimum supervision.
- Background in Change and Release Management is a plus.
- ITIL Practitioner certified and/or extensive experience in ITIL processes is a plus.
- Is strong to excellent in written and oral communication skills
- Can work remotely with his peers/team.