Bengaluru, Karnataka
Job Summary
Provide L2/L3 business-systems support across SAP domains, ensuring stable operations, rapid issue resolution, accurate triage and continuous service improvement for Sonova business users.
Incident, service request, problem and change management across SAP business systems; assignment group triage; monitoring-driven incidents; business process support across Finance and Operations.
Key Responsibilities
Own L2/L3 ticket analysis and resolution for SAP business-system issues, coordinating with developers, BASIS, security and functional consultants as required.
Triage incidents and service requests, validate business impact, assign the right resolver group and reduce reassignment loops.
Execute agreed SOPs, perform monitoring follow-ups and resolve recurring operational issues using knowledge-base articles and runbooks.
Support problem management and RCA for priority incidents, especially in high-volume areas such as security, SCM, FICO and basis-related process impacts.
Coordinate minor configuration and data-fix activities with functional consultants while ensuring approval, control and audit traceability.
Maintain support documentation in Solution Manager, Confluence/knowledge base or equivalent repositories.
Support release validation, regression testing coordination and post-deployment hypercare for AMS-impacting changes.
Communicate clearly with key users, business stakeholders and service managers on ticket status, workaround, resolution and prevention actions.
Identify opportunities for automation, self-help, shift-left and service improvement based on ticket patterns.
Contribute to transition KT, reverse shadowing and steady-state readiness across assigned SAP process areas.
Skill Requirements
SAP L2/L3 support
Incident/SR/problem/change management
ITIL practices
SAP process knowledge
ServiceNow
Solution Manager documentation
Root-cause analysis
Monitoring and SOP execution
Stakeholder communication
Other Requirements
Tricentis/testing coordination
Jira backlog exposure
Basic ABAP/debugging awareness
Automation and self-help use cases
Cross-module SAP integration understanding
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