Beschreibung
Task:It is the main goal of the System Responsible to ensure the continuous availability and performance of the systems assigned to the person?s responsibility and to
support the customer in optimising these systems.
The System Responsible proactively analyses the Incident occurrences, system capacity and performance in order to derive measures to improve these aspects. In
addition the System Responsible is responsible for ensuring the availability and recovery capability of the assigned systems and initiates tests and improvements of
these aspects.
By the nature of the assigned responsibilities, the System Responsible is integrated in a multitude of Service Management Processes, such as Incident, Problem,
Change Management as well as Capacity, Availability, Continuity Management and others.
The System Responsible works during office hours.
- Control of ticket queue of assigned service group
- Customer support for the configuration of new systems and applications
- Customer support for the integration of new systems in the existing IT infrastructure
- Support for the integration of new systems in Monitoring and Service Management Tools
- Go live support for new systems
- Acceptance of new systems into operational responsibility
- Customer support for development of large / major changes
- Planning and supervision of non-routine changes
- De-launch of assigned systems
- Diagnosis and resolution of severe / major Incidents
- Definition of measures to prevent severe / major Incidents
- Review of Incident causes and definition of measures to reduce number of Incidents
- Creation and update of system related documentation and instruction documents
- Test and improvement of availability, capacity and performance of assigned systems
- Safe-guarding of recovery capability of assigned systems
- Test and improvement of system security
- Supply of evaluations and reports for audits
- Communication and coordination with the customer?s system responsible
- Execution of first and second level tasks, when required
Requirements (Must have):
- High degree of customer- and service orientation
- Analytical reasoning
- ITIL Foundation
- Firm knowledge of the implemented IT systems and applications
- Firm knowledge of the agreed service levels
- Firm knowledge of the provider?s and customer?s organisations and processes
- Technical skill to design, analyse and optimise system configurations
- Firm knowledge of the system specifications
- Concepts, commands and procedures to backup and restore a Database under SAP
- Concepts, commands and procedures for problem and incident analysis and solving from SAP Systems and surrounding technolgies
- Concepts, commands and procedures for analysing ABAP/Java Logs for Troubleshooting
- Concepts, commands and procedures to plan and implement changes of SAP Systems such as kernel change, support package, transport, client copy
- Concepts, commands and procedures for using the UNIX operating system as part of SAP Basis administration
- Concepts, commands and procedures to ensure high availabilty via cluster technology and shadow databases
- Concepts, commands and procedures for continuity and performance monitoring and assurance
- Data collection and troubleshooting at hardware, operating system and application level
- SAP procedures to gather data for performance and problem analysis and to perform this analysis
- Analysis of SAP EWAs with evaluation and implementation of the suggestions
- Identification of problems and self-reliant analysis and development of related solutions
- Documentation of solutions, work arounds and handling of incidents and problems
- Recognition of errors and faults in concepts and work instructions and preparation of corrections
- Firewall and security concepts
- Risk assessment for SAP Systems
- PI / XI
- BI / BW
- LCM / SCM
- Portal
- Live Cache
- Knowledge Warehouse
- Project management knowledge
Beginn: 01.11.11
Dauer: 31.03.12
Branche: IT/Beratung