JOBTITLE

TOC Level 2 Support Engineer for Back End Services ? SCOM

IT Client Services ? Client Technology Workplace (CTW)

ABOUT  SAP

As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device ? SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

PURPOSE AND OBJECTIVES

IT Services ? Client Technology Workplace (CTW) is the global provider of client workspace related technologies such as WTS/VDI, OS/SW deployment and Client Management and protection services. We deliver services both to SAP internally as well as for external SAP partners, vendors and customers. We ensure the Rock-Solid operations for the services in scope across the globe following the sun, through a combination of Managed Service and internal experts.

SAP has decided to move from a managed service to a managed capacity model since 2020. As a TOC2 Engineer, you will be part of the IT CTW Back End Support Operations team.

EXPECTATIONS AND TASKS

Technical Tasks

?             Manage Global SCOM Infrastructure.

?             Perform installation and administrative tasks for the Operation Manager console.

?             Provide application support for the SCOM platform.

?             Create and maintain monitoring and notification rules for CTW Applications and Infrastructure.

?             Create Customized performance charts as per requirements from stakeholders.

?             Handle Dashboard development through Squaredup Platform

?             Implement and configure standard Management Packs from OEM.

?             Write Powershell, SQL, WMI queries.

?             Perform upgrades, updates for SCOM Infrastructure Solution.

Process Expectations

• Follow agreed processes and procedures for ticket resolution.
• Have Pro-active approach to identify, co-ordinate and resolve tickets
• Be a team player and interact/help team members/cross functional teams to achieve faster issue resolution
• Follow/Improve SLA resolution timings.
• Adhere to incident, problem and change management processes.
• RCA Preparation on Major Incidents
• Participate in team meetings as per the agreed governance model.
• Engage SAP CTW Experts, if required as per service catalog RACI. Work to reduce the ticket assignment to Expert group
• Participate and contribute in continual service initiatives/improvements.
• Assist operation line manager in meeting program objectives.
• Contribute to create and update the knowledge articles. Update documents and share them with the operation line manager for review and approval.
• Keep updated on new technologies and request training if needed.
• Communicate with identified stakeholders appropriately via all approved media.
• Adhere to Shift timings and Complete the assigned tasks
• Hand-off pending issues/tasks to in-coming shift with all details, as per the defined process
• Act as a backup resource, when in need.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• University degree or equivalent work experience
• Exp�rience with ITIL processes especially incident, change and service level management
• Need to be independent and coordinate with various teams for the daily operations, plan and execute scheduled activities.
• Able to work in 8/5 support shift, adaptive to rotational shift in case of business need.
• Willingness to learn new skills and technologies.
• Ability to make quick decisions, assume leadership without supervision, able to assume a role of authority as necessary.
• A keen eye for detail and a result driven approach.
• Effective analysis: Ability to listen, analyze and summarize. 
• Ability to work in stressful situations. Conflict management skills is a plus.
• Customer and team-work oriented.
• Outstanding communication skills. Excellent English written and oral communication skills.

WORK EXPERIENCE

• More than 5 years of relevant Experience in the required area (System Center Operations Manager - SCOM)
• Required:
  • Expert knowledge of managing, maintenance & troubleshooting of SCOM Infrastructure
  • Expert knowledge of Implementation and upgrade of existing SCOM 2019/2022 Landscape
  • Experience in application/OS performance and availability monitoring
  • Strong experience with writing SQL queries.
  • SQL Azure Cloud Experience with the installation, configuration and administration of Microsoft System Center Operations Manager 2019/2022
  • Experience using Microsoft Windows PowerShell scripting engine to automate tasks with SCOM
  • Experience with System Center Orchestrator
  • Ability to understand XML configuration files for Management Packs
  • Familiarity with Enterprise Hardware and Infrastructure solutions with integration to SCOM Landscape.
  • Understanding of Windows Server Administration

• Desired:
  • SCOM Application Updates
  • Server Patch management
  • Knowledge of Networking
  • Knowledge of SQL
  • Knowledge of Windows/Linux Servers
• Work experience in an international environment. Software Industry experience strongly preferred.

LOCATION

Bangalore, Karnataka

EXPECTED TRAVEL

If required, not compulsory.

SAP’S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.