Your day at NTT DATAAs an Senior SAP Basis Engineer at NTT DATA, you are the go-to person for ensuring our clients' critical software applications, such as ErP and Middleware, remain operational. Your day begins with proactively managing, monitoring, and resolving any escalated application-based incidents to restore services swiftly. You will not just react to issues but actively investigate and analyze them to prevent future problems.
Collaborating with clients, team leads, and other stakeholders, you will work independently to resolve highly technical incidents and provide consistent updates on your progress. You will capture all necessary information for immediate resolutions and offer your technical expertise to support our Service desk, Operations Center, and L3 teams, pushing work down where possible to maintain efficiency.
Your role will involve creating and documenting solutions and sharing your vast knowledge with others, ensuring that everyone can learn and grow. You will also manage escalated tickets and incidents, follow through with change implementations, and support disaster recovery efforts. Communication and collaboration will be key as you interface with various teams and clients to maintain seamless operations.
Ensuring that all tasks are completed within SLA time frames, you will be an essential part of our client support system, even acting as emergency support when needed. Your continuous efforts in optimizing processes, identifying automation opportunities, and maintaining a proactive mindset will set you up for success in this fast-paced and dynamic environment.
To thrive in this role, you need to have:- Deep technical skills in key packaged application technologies such as ErP, Middleware, and other business-critical software.
- Advanced proficiency in change management processes, including planning, monitoring, and executing changes with risk mitigation plans.
- Experience with managing ticketing tools and a track record of effective shift-left work management skills.
- Advanced managed services experience and understanding of IT industry standards for service management.
- Excellent client service orientation and a passion for exceeding expectations.
- Strong written and verbal communication skills, with the ability to work effectively across different cultures and social groups.
- Capability to adapt to changing circumstances and maintain a positive outlook, even in high-pressure scenarios.
- Ability to act as a coach and mentor, providing technical expertise to junior-level engineers and other teams.
- A bachelor's degree in information technology / computing or equivalent work experience.
Workplace type: Remote Working
