Capgemini
SAP BASIS With HANA | 6 TO 12 Years | PAN INDIA
Job Description
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
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