As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
PURPOSE AND OBJECTIVES
- Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need.
TASKS AND EXPECTATIONS
Manager On Duty
Manager On Duty
-Proactively identify process issues and take actions to prevent serious escalation.
-Provide a globally accessible escalation point into AGS for the escalation of existing customer incidents.
-Drive proactive customer and internal communication in terms of critical escalation.
-Fill in process gaps to ensure consistent and reliable processing of critical customer incidents.
-Ensure visibility to our customer and internal stakeholders into any associated action plans for resolution toward critical customer incidents.
-Support consultants on effective issue resolution and customer and internal communication.
-Provide feedback for future process improvement.
-Attend e-Learning Lessons and Remote Learning Sessions, Classroom Training and Coaching
-Share and document knowledge through creation of WIKI entries
-Trigger and ensure processor allocation for critical customer incidents.
-Handle internal stakeholders requests and follow up until the required actions are completed. Keep all involved parties updated on the progress of the case and next steps while handling the requests.
-Check surrounding information and incident, align with incident processor when necessary and providing update to requestor or customer.
-Monitor P1 incidents without processor or without update for long time and follow up with incident team to ensure regular update to the customer.
-Deliver standard incident escalation trainings and workshops
-Perform knowledge transfer to internal staff and external customers & partners
-Provide stakeholder/customer management support for Support Consultants for complex requests.
-Produce e-Learning Content
-Contribute ideas to help towards the Product Support vision
-Volunteer to participate in projects aimed at achieving the Product Support vision
-Carry out new tasks as requested by STM to help achieve the Product Support vision
-Take over back-office responsibilities for a specific area of expertise and complex requests
-Participate in weekend support activities
-Provide extended and 24 hour coverage if required
-Work as de-escalation expert in de-escalation and war rooms
-Participate in internal projects driven by internal requirements
-Be involved in Incident Solving/CoE/IMS activities driven by business requirements
Salary: Not Disclosed by Recruiter
Industry:IT-Software / Software Services
Functional Area:IT Software - ERP , CRM
Role:Technical Support Engineer
Desired Candidate Profile
UG: Diploma - Computers
PG:MCA - Computers
Doctorate:Any Doctorate - Any Specialization, Doctorate Not Required
-Advanced communication skill and analytical skill
-Basic to advanced knowledge in one application/technology area / basic knowledge of at least one other area
-Basic to advanced understanding of business processes within one application
SAP India Pvt.Ltd