Provide end‑user support, manage major incident calls, document issues and solutions, and complete root cause analysis (RCA) reports.
Willingness to receive, make, and participate in calls with client resources worldwide, provide weekend support, and assist during maintenance windows and project go‑live activities.
Ability to provide operational support during Eastern Time Zone business hours.
Adherence to established change management processes, collaborating effectively with other internal and external service providers.
Hands‑on knowledge of SAP Solution Manager, including alert configuration and Charm processes.
Provide on‑call support, monitor service tickets and incidents, respond within defined SLAs, and manage email and messaging communications.
Proactively evaluate upcoming projects to identify capacity thresholds and potent...