Location
Secunderabad | India
Job description
The role of the Support Engineer, is to provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting and supporting of multiple SAP modules for our global clients who use both 4.x and ECC environments. The role of the Support Engineer, SAP requires the expertise and skills to diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly-configured environments.
Essential Duties and Responsibilities
- Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology
- Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience
- Ability to configure, present and discuss best practices and functionalities of the SAP MM modules;
- Support client customizations, sharing experience and best practices advice
- Develop or work with a developer to deliver application break fixes for critical product defects
- Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity
- Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
- Collaborate with team members in a virtual team environment to extend field experience to different client situations
- Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience
Education
- Bachelor Degree in Computer Science or related field or equivalent experience.
Language
- Fluent English is mandatory, any other languages is a plus.
Experience
- 5+ years relevant SAP experience particularly with SAP MM focused on Logistics (techno-functional)
- 5+ years direct support of application end-users in a Corporate environment
- A track record of successful roles in SAP implementations, roll-outs or application support
- Relevant working knowledge and understanding of supporting business processes
- Analytical, logical problem resolution skills
- SAP certification(s) preferred
- Knowledge of maintenance/patching mechanics and SAP architecture
- Demonstrable history solving complex problems across multiple module
- Proficiency debugging ABAP programs
Skills
- Superb trouble-shooting skills and tenacity in problem solving
- Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
- Strong knowledge of key application functionality, tables and relationships
- Deep knowledge of SAP customization/extension methodologies
- Excellent development skills using SAP toolset
- Excellent interpersonal, presentation and communication skills - verbal & written
- Attention to detail and the ability to learn quickly
- Extreme focus on Client satisfaction
- Demonstrated ability to work independently and as part of a team
Preferred Qualifications
- The best candidates will have extensive knowledge of multiple SAP modules across releases including proficiency with SAP product module/suite business processes, navigation mechanics, configuration requirements, integration with other modules and knowledge of underlying technology
- Knowledge of SAP Industry Solutions would be an advantage
- Knowledge of any Country Specific Solutions would be an advantage
- A consulting background, while not mandatory, would be useful
- Experience with localizations and global implementations would be an advantage
Preferred Qualifications
- The best candidates will have extensive knowledge of multiple SAP modules across releases (4.x & ECC) including proficiency with SAP product module/suite business processes, navigation mechanics, configuration requirements, integration with other modules and knowledge of underlying technology
- A consulting background, while not mandatory, would be useful
- Experience with localizations and global implementations would be an advantage
Job tags
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