Description:
EXPECTATIONS AND TASKS
1) Incident Solving
- Owns and manages incidents using our ticketing system while providing end to end solutions to technical issues.
- Reports errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions. Participates in de-escalation plans and situation war rooms to resolve critical product issues impacting customer business operations.
- Adheres to KPIs, especially responsiveness SLAs and productivity goals.
- High willingness to learn in the areas of new innovations and should keep abreast of relevant new SAP features / releases.
- Technical management of a support team in the context of support services and escalations.
- Provides ongoing and timely communication via phone and email to customers regarding the status of their requests. Provides on-call support during evenings and weekends as required by a rotational schedule.
2) Knowledge Transfer
- Coaches and mentors new hires to increase their product expertise and productivity.
- Drives creation of knowledge in component area of expertise and drives proactive proliferation of knowledge by creating Knowledge Base Articles and wiki documents.
EDUCATION AND WORK EXPERIENCE / SKILLS AND COMPETENCIES
- You have 3-6 years of experience in technology
- Knowledge of business processes and transactions such as PR/PO, invoices, catalogs and punch-out catalogs, contracts, sourcing or supply chain.