Job Description:

•    Understand the SAF Basis Team functioning and process model
•    Knowledge ECS support tools - LVM, SPC, JIRA, CRT, Customer Launch Pad, Service Now, TIC etc 
•    Develop a deep understanding of the Enterprise Cloud solution architecture and productization model along with the tools within 6-8 months of onboarding
•    Associate should be capable of delivering the targets in Scope of work however is not limited to it solely 
•    Know the point of contact in each team for issue resolution
•    Capable to independently troubleshoot, reproduce, determine the root cause for repetitive issues
•    Write KBA's (Knowledge Based Article) describing workarounds 
•    Create reporting: SPC ticket trend and root causes per week 
•    Roll-out procedure changes to/within SAF colleagues per SPC release 
•    Provide consolidated feedback from SAF colleagues/Operations to PO 
•    Maintain documentation of manual tasks 
•    Support during procedure executions 
•    Document update know-how 
•    Major team involved in solving productive tickets for topic area 
•    Be familiar with Problem record process 
•    Work on problem records as problem processor or problem coordinator 
•    Know how to maintain E2E service automation (service definition/ mapping / routing…) 
•    Conduct the KBA training

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For any questions related to Job Description, you may connect with below specified contact from Recruiting.

Recruiter Name: Antonette Nirisha 

Recruiter Email ID: Antonette.Nirisha@nttdata.com 

NTT DATA Business Solutions is a fast-growing international IT company and one of the world’s leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support.