Application Support Consultant

Role & responsibilities

1. Responsible to drive & manage maintenance & support, effectively towards completion in time using resources judiciously & effectively and high productivity.
2. Ensure all relevant incident/service request details received pertaining to SAP are allocated categorization and prioritization codes
3. Ensure resolution of L0/L1 level incidents/service requests like within agreed timescales
4. Escalate incidents/service requests that are L2 level and above to the SAP enhancement team
5. Ensure communication with users keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
6. Close all resolved incidents, requests and other calls
7. Provide first-line investigation and diagnosis
8. Manage the conduction of customer/user satisfaction call-backs/ surveys as agreed
9. Manage the workload of support staff
10. Work with the security team to resolve any SAP related security issues
11. Assist the GRC team to conduct audit and assurance activities as per requirement
12. Co-ordinate with the Configuration Management team and provide necessary information as required

Preferred candidate profile

1.8-9 Years of Experience in Production Support environment with good understanding of Support methodologies.
2.ITIL Certified with good experience in Incident Management,Major Incident Management,Problem Management and Change Management.3.Good Understanding of Command CenterL1,L2 Support and Shift Management.4.Good Understanding of Retail Market, Warehouse Management will be an added advantage.5.Fair Knowledge and Cloud based applications and current evolving technicality will be an added advantage.6.Team Management, Good Interpersonal skills, Communications skills and Decision making is required.7.Good understanding of Business Continuity, Disaster Recovery, Maintenance plan is advantage