SME - SAP BASIS

Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalations and incidents within the SAP BASIS and HANA environments. This position is pivotal in maintaining high-quality standards in operations, driving customer satisfaction, and enabling effective communication between technical teams and business stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents In Sap Basis And Hana Environments, Adhering To Agreed Slas And Quality Norms.
2. Conduct Value Addition Activities, Including Mentoring Team Members, Preparing Standard Operating Procedures, And Maintaining Comprehensive Documentation To Enhance Operational Efficiency And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Human Error Compliance, While Actively Participating In Capacity Planning For Sap Systems To Optimize Performance.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Regular Customer Meetings To Identify And Address Any Operational Issues.
5. Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis To Key Business Stakeholders, Facilitating Informed Decision-Making And Performance Improvement.

Role Overview:The L1 Diagnostics and Remediation (mixture of expertise) Engineer (Green Cap) performs rapid diagnostics and remediation to resolve incidents at the L1 level, supporting Cloud Operations and Financial Excellence. This role drives >50% auto-remediation by Q2 2026 using AI and runbook automation.Key Responsibilities:• Diagnose incidents using tools like Dynatrace, NewRelic, or Catchpoint, focusing on SAP applications (S4HANA, BTP, SuccessFactors, ERP Non ABAP, CX..)• Execute L1 remediation (e.g., service restarts, dump analysis, STMS configuration) per runbooks.• Develop and deploy auto-remediation scripts (Python, ABAP, Java) for recurring issues.• Assist in resolving application/database issues (HANA, MySQL, Postgres).• Escalate unresolved incidents to SRE teams with detailed diagnostic reports.Required Skills and Qualifications:• Bachelor’s degree in IT or related field.• 3+ years in L1/L2 support for cloud/SaaS environments.\n• Expertise in diagnostic tools (Dynatrace, NewRelic) and scripting (Python, PowerShell, ABAP).• Knowledge of SAP ecosystems (HANA, NetWeaver, BTP), Kubernetes, and Linux.• Familiarity with cloud networking, SSL, MLS/MTLS, and cryptography (PGP keys).• Experience with relational databases (HANA, MySQL, Postgres) and Java-based applications.• Problem-solving skills and ability to work in a 24/7 shift environment.• Preferred certifications: AWS Certified Developer, ITIL Foundation, SAP Certified Technology Associate.Measurable Outcomes:• Achieve >50% auto-remediation for L1 incidents by Q2 2026.• Reduce time to resolve (TTR) to

Skill Requirements

1. In-Depth Proficiency In Sap Basis And Sap Hana Administration And Support.
2. Strong Analytical Skills With The Ability To Perform Root Cause And Trend Analysis.
3. Excellent Communication And Presentation Skills For Effective Stakeholder Engagement.
4. Familiarity With Itil Frameworks And Incident Management Processes.
5. Ability To Mentor And Guide Team Members In Operational Best Practices.

Other Requirements

1. Sap Certified Technology Associate (Sap Hana) Optional But Valuable.
2. Itil Foundation Certification Optional But Valuable