Job Description

• Responsible for end-to-end management of problem tickets, including performing initial analysis as per defined instructions and templates.
• Update RCA tabs with required information, including preliminary problem description, solutions, and root causes following ZOR guidelines.
• Work closely with other technical area owners to expedite ticket processing and involve Product Support (DBS) for RCA investigations when needed.
• Ensure ticket creation and resolution timelines meet KPI standards (OLA within 3 business days and ZOR with CFU within 7 business days).
• Validate updates from technical experts before marking root cause analysis as final to maintain high-quality RCA statements.
• Identify and implement preventive measures to avoid similar outages across customer landscapes, initiating ZOR prevention actions as needed.
• Aim for zero rejections on problem tickets from CFU due to unclear or low-quality root cause statements.
• Manage ticket statuses from "New" to "In Process" and "Waiting," as well as ensure proper ticket categorization per defined processes.
• Requires knowledge in SAP Basis, ABAP, Java, and other SAP products with basic troubleshooting skills in various systems like BOBJ/BODS, OpenText, SAP Cloud Connector, etc.
• Experience in SAP HEC infrastructure, quality management, and infrastructure management is beneficial, with a primary focus on SAP Basis and secondary on SAP.

Primary Skill

• SAP BASIS
• Experience in SAP ECS/HEC Projects

Long Description

• SAP HANA