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This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.
Key Missions
Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
Reproduces and document customer problems and escalate them to relevant solution or product development teams
Provides input as required on product and customer specific functionality, configuration and usage
Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
Maintains support documentation up to date
Carries out on-site administration and preventive maintenance activities
Performs system upgrades at customer premises during post go live period (ramp up/grace period)
Ensures procedures are correctly implemented
Maintains IT infrastructure and backend components, including hardware and software
Manages L1 Customer Support with the guidance of a more experienced Technician
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SAP as service provider
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Vimeo
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