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NTT DATA, Inc. · 3 weeks ago

Senior SAP Basis Engineer

Southfield, MI

Full-time

Onsite

Senior Level

NTT DATA is a trusted global innovator of business and technology services. The Senior SAP Basis Engineer will be responsible for ensuring managed services for clients, focusing on operational tasks to resolve escalated incidents and requests while maintaining service level agreements.

Information Technology & Services

H1B Sponsor Likely

Responsibilities

Proactively monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature

Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA Provides timely and consistent updates of tickets with resolution tasks performed

Proactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner

Captures all required and relevant information for immediate resolution

Provides forth level support to all escalated incidents, requests and identifies the root cause of incidents and problems, responds to tickets where third line engineer teams were unable to fix the problem

Shares such knowledge, to resolve issues, documents them, and pushes the knowledge down to other engineers

Communicates with other teams and clients for extending support

Acts as emergency support contact as needed, for critical client and business-impacting issues

Ensures that the shift handover process highlight any key escalated open tickets to be focused on along with a handover of upcoming operation critical tasks to be carried out in the next shift

Supports, tracks, and documents change implementation

Provides timely escalation of all tickets to management with ensuing updates, where applicable

Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks

Systematically gathers relevant information and applies technical knowledge to analyse and uses highly technical troubleshooting tools and content and analytical practices

Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments

Coaches Service Desk, Operations Centre, and L3 teams offering technical expertise and pushing work down to other engineering teams

May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines

May work on implementing and delivering Disaster Recovery functions and tests

Performs any other related task as required

Qualification

SAP Certified Technology AssociateERP technologiesMiddleware technologiesService NowDisaster RecoveryChange managementClient service orientationCommunication skillsActive listeningAdaptability

Required

Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience)

Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)

Relevant certifications such as (but not limited to) - SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4

SAP Technology Consultant

SAP Certified Technology Associate - SAP HANA 2.0

Oracle Cloud Infrastructure Architect Professional

IBM Certified System Administrator - WebSphere Application Server Network

Advanced Managed Services experience

Advanced knowledge and experience in ticketing tools, preferably Service Now

Worked in multiple large Global Enterprise client outsourcing projects

Advanced vendor management experience

Track record of effective shift left work management skills (moving work to junior levels)

Advanced experience and understanding of the IT industry and standards for IT service management

Advanced experience in more than one area of expertise

Advanced experience across Emerging technology and trends impacting IT operations

Advanced years of experience managing Packaged Application technologies such as ERP, Middleware and other business critical software

Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record

Deep technical skills in relevant Packaged Application technologies such as ERP, Middleware and other business critical software

Excellent client service orientation and passion for achieving or exceeding expectations

Excellent written and verbal communication skills

Ability to communicate and work across different cultures and social groups

Ability to plan activities and projects well in advance, and takes into account possible changing circumstances

Ability to maintain a positive outlook at work

Ability to work well in a pressurized environment

Ability to work hard and put in longer hours when it is necessary

Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting

Ability to adapt to changing circumstances

Ability to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey

Company

NTT DATA, Inc.

Glassdoor3.8

NTT DATA, Inc. is a trusted global innovator of business and technology services.

Founded in 2019

Tokyo, JP

10001+ employees

https://services.global.ntt/

H1B Sponsorship

NTT DATA, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (144)

2024 (182)

2023 (257)

2022 (871)

2021 (809)

2020 (1266)