Support for Microsoft

Job Description

The role of the Primary Support Engineer, SAP BASIS HANA is to provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting and supporting of multiple SAP modules for our global clients who use both 4.x and ECC environments. The role of the Primary Support Engineer, SAP BASIS HANA requires the expertise and skills to diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly-configured environments.

Essential Duties Responsibilities

• Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology.
• Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience.
• Hands-on experience on SAP integration tools SLT and SDI will be an added advantage
• Provide remote-based functional support training for your specialist SAP modules.
• Support client customizations, sharing implementation and best practices advice.
• Develop application break fixes for critical product defects.
• Create scripts to identify, analyze and correct data issues.
• Manage one or more key assigned accounts as a technical/functional advisor.
• Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity.
• Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
• Collaborate with team members in a virtual team environment to extend field experience to different client situations.
• Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience.

Additional Duties Responsibilities

• Other job related duties and responsibilities may be assigned from time to time

Qualifications / Skills / Experience

Location

• Hyderabad / Bangalore India

Education

• Bachelor Degree in Computer Science or related field or equivalent experience.

Experience

• 10 years relevant SAP experience particularly with BASIS HANA
• 5 years direct support of application end-users in a Corporate environment
• A track record of successful roles in several SAP implementation or upgrade projects
• Deep working knowledge and understanding of supporting business processes
• Analytical, logical problem resolution skills
• SAP certification(s) preferred
• Knowledge of localizations: architecture, implementation and key functionality
• Expertise with SAP 4.x and ECC, including full life-cycle implementation experience, configuration and administration of the application.
• Knowledge of maintenance/patching mechanics and SAP architecture.
• Demonstrable history solving complex problems across multiple modules.

Skills

• Superb trouble-shooting skills and tenacity in problem solving.
• Passionate focus on customer support and the ability to build long term, successful working relationships with Clients.
• Strong knowledge of key application functionality, tables and relationships.
• Deep knowledge of SAP customization/extension methodologies.
• Excellent development skills using SAP toolset.
• Excellent interpersonal, presentation and communication skills - verbal written.
• Attention to detail and the ability to learn quickly.
• Extreme focus on Client satisfaction.
• Demonstrated ability to work independently and as part of a team.
• Ability to work calmly and professionally in high pressure situations.
• The ability to work remotely from a home based office in a virtual environment.

Desired Qualifications

• The best candidates will have extensive knowledge of multiple SAP modules across releases (4.x ECC) including proficiency with SAP product module/suite business processes, navigation mechanics, configuration requirements, integration with other modules and knowledge of underlying technology
• The best candidates will have extensive knowledge of multiple SAP modules across releases (4.x ECC) including proficiency with SAP product module/suite business processes, navigation mechanics, configuration requirements, integration with other modules and knowledge of underlying technology
• Knowledge of SAP Industry Solutions Public Sector would be an advantage
• Knowledge of any Country Specific Solutions would be an advantage
• A consulting background, while not mandatory, would be useful
• Experience with localizations and global implementations would be an advantage

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Keyskills :
customer supportimplementation experiencecomputer sciencesap basisecchigh pressurepublic sectorfunctional supportsapsap consultingcustomer servicehanasap implementationoracleproblem resolutionsap applicationscommunication skillsemailglob