SAP Basis Analyst

Company Name:
Open Systems Technologies
Working as part of the Global SAP BASIS team to provide critical support, maintenance and administrative activities across the SAP landscape (SAP ECC 6.0, SAP BW 7.0, SAP Enterprise Portal 7.0, SAP SRM 7.0, SAP PI 7.0, MDM, Hana). The team also focuses on continued service improvements (CSI), SAP performance and landscape optimization and driving automation. The Pune team is part of a Global capability that is striving to provide a follow the sun support model
Additional responsibilities include adhering to ITIL best practices and ownership of the ITIL processes.
Work with global IT & projects teams to ensure seamless support for the production SAP estate
Work closely with development teams to assist in designing the infrastructure and environment for new SAP implementation
Administer and support the production SAP landscape - circa 40 landscapes spanning over 300 servers
Working 2 shifts on a rota basis (8am IST to 4pm and 1pm to 10pm)
Providing on-call support
Adhere to the established ITIL processes and framework best practices and concepts
Incident management
o Managing the IM tickets and alerts from SAP
o Provide immediate workaround for incidents and issues
IT Operations Management
o Support packs
o System refresh
o Daily checking of the production systems
o Reviewing the EarlyWatch reports and providing recommendations
Problem Management
o Interface with development teams for problems that require permanent fix and provide suggestions / solutions, where feasible
Capacity Management
o Proactively managing the capacity across the SAP estate
Request Fulfilment
o Transports
o Handing user requests
Change Management
o Change and configuration management activities
Release Management
o Participate in the DR test activities
Continuous Service Improvement (CSI)
o Actively identify efficiency improvement opportunities and work on service improvement plans
o Driving automation

This role involves working shifts and providing an on call service. The working hours will generally cover the Singapore, UK and US business hours - office based from 7am to 11pm (India Standard Time) and on-call at all other times. Weekend work is expected once every month to implement productive changes in the maintenance window.

Basic Requirements:
5+ years' of experience in a production support capacity, applying the ITIL framework and best practices
3 + years experience supporting SAP systems as part of a global capability using the follow the sun support model
2 + years experience Competent and experienced with the SAP technologies highlighted below on a Linux/Windows, Oracle platform

Preferred Qualifications:
Risk adverse
Competent with working is strict controlled environments in line with policies, procedures and processes
Competent with SAP ECC 6.0, SAP BW v7, SAP SRM v7, Enterprise Portal v7, SAP PI v7, Solution Manager v7, SAP CE 7, SAP NW 7, Solution Manager, SAP LVM, SAP HANA
Competent with SAP solutions on Windows, LINUX and Oracle (11g +)
Experience with using Service Now
Knowledge and experience of Microsoft Cluster Service (MSCS)
Experienced with distributed computing, virtualization, SAN and NAS storage concepts
Strong/clear verbal & written communication skills - candidate is expected to be able to run MIM calls, provide clear reporting in the form of a PIR report. The candidate is also expected to provide weekly and monthly reporting to key stakeholders providing a clear view of the service performance versus the expected performance.
Good problem solving and analytical skills - candidate must be able to work in a systematic, methodical manner when approaching problems and issues. In the RUN function. This will typically be managing production issues working under pressure to resolve the issue in a timely manner. Examples include using a systematic approach to indentify the issue and proposing a solution to remediate it such as a performance issue. Candidate is expected to understand the infrastructure, application and architecture to be able to diagnose and suggest a remediation
Ability to understand the business context and respond to users in a clear and timely manner
Ability to work under pressure and continue to support users and applications
Able to interact and communicate with staff at all levels - Candidate should be confident communicating with staff from AVP, VP and director level.
Basic understanding of the investment banking business
Strong team player
Cost conscious - driving automation to reduce manual human effort. Examples are automating the process of importing changes through the SAP landscape without compromising the controls and integrity of the environments.

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