Porto Alegre, Rio Grande do Sul, Brazil
Roles: - Resolve/Address escalations from support engineers. - Work with engineering team to create code corrections. - Collaborate with product team providing impacting customer feedback. - Regular follow-ups with customers with recommendations, updates, and action plans. - Coach and mentor support engineers to help them increase their product knowledge and productivity. - Create new knowledge base articles to capture new learnings for reuse throughout the organization. - Participate in technical communications within the Technical Support team to share best practices. - Collaborate with other internal cross-functional and global teams.
Roles: - Provide support services to SAP Ariba Customers; - Incident handling; Root Cause Analysis; - SLAs. Taking ownership of customer reported issues; - Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues; - Reporting code defects; Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams; - Expert level debugging with a focus on Ariba Buying solutions. - Creating and updating official SAP documentation - KBAs (Knowledge Base Articles).
Monitors and maintains applications and restores services for end users. Analyzes software and hardware problems and coordinates workable solutions. Performs system software upgrades including planning and scheduling, coordination and deploying. Ensures availability and performance of systems and application environments through proactive as well as reactive analysis and maintenance. - Manages, resolves and documents issues and events related to system and environment availability. - Monitors and measures performance characteristics of applications. - Performs routine maintenance. - Communicates with all stakeholders (customers, development teams, end users, etc.) to address system issues. - Proposes and implements systems enhancements that will improve the reliability and performance of the system. - Learns new applications, Dell-specific technologies, system behavior and business processes as they relates to customer needs.
• Resolve all WoWs and incidents within SLA targets • Ensure proper handoff of issues • Timely and accurately document resolution activities • Diagnose, prioritize and escalate tickets to IM • Follow up on escalated issues with Level 2 ( IM2 ) and Readiness where applicable • Identify needed KB articles and create with approvals with Level 2 ( IM2 ) and Readiness • Implement improvement Monitoring initiatives • Participate in transition and technology training • Review incoming and existing incidents and tasks • Audit open tickets to determine team member workload • Ensure handoffs between shifts are handled correctly • Check broadcast messages in Remedy and alerts team as needed