About the role
AI summarisedServe as a Senior Consultant providing Level 2 or Level 3 Application Managed Services (AMS) support for escalated issues within an ETP As A Service/Operate context, focusing on in-depth production incident troubleshooting and enhancement delivery within SAP FICO.
ConsultingOnsite
Key Responsibilities
- Render 2nd or 3rd level AMS support for escalated production incidents (medium to complex level).
- Troubleshoot and resolve production incidents, monitoring fixes against agreed scope and Service Level Agreement (SLA).
- Identify and perform problem management activities to reduce recurring issues/incidents.
- Present root cause analysis to stakeholders and deliver permanent fixes within agreed timeframes.
- Lead discussions on high-level solution design for medium to complex enhancements and perform effort estimations.
- Build, test, and deliver enhancements within agreed timeframes while maintaining quality standards.
- Maintain comprehensive documentation according to firm standards and standard operating procedures.
- Actively participate in Continuous Improvement initiatives to enhance current processes.
- Support project teams in solution application delivery and development of work products addressing client needs.
Requirements
- Proven ability to provide Level 2/3 AMS support in a production environment.
- In-depth troubleshooting skills for medium to complex incidents.
- Strong understanding of AMS processes and client IT policies.
- Ability to perform root cause analysis and drive permanent fixes.
- Experience in solution design, enhancement building, and testing.
- Strong commitment to quality assurance in all deliverables.
- Ability to adhere strictly to SLAs and contractual scopes.