Beschreibung
Task:It is the main goal of the Technology Expert to support the service organisation with expert know-how and optimisation of the technologies assigned to the persons responsibility and to support the customer in optimising and standardising the use of these technologies. The Technology Expert proactively analyses the Incident occurrences, system condigurations and parametrisations in order to derive measures to improve these aspects. In addition the Technology Expert is responsible for representing the service organisation in technology discussions with the customer
By the nature of the assigned responsibilities, the Technology Expert supports a multitude of Service Management Processes, such as Incident, Problem, Change Management and contributes to technology boards of the customer. The Technology Expert works during office hours
- Control of ticket queue of assigned service group
- Customer support for developments using the considered technology
- Planning of technology changes affecting several systems
- Diagnosis and resolution of severe / major Incidents
- Definition of measures zu prevent severe / major Incidents
- Review of Incident causes and definition of measures to reduce number of Incidents
- Development of concepts for optimising operation and implementation
- Testing, evaluation and implementation of operational tools
- Creation and update of technology related documentation and instruction documents
- Safe-guarding of correct configuration / parametrisation of system using considered technology
- Supply of evaluations and reports for audits
- Communication and coordination with customer IT strategy
- Support for developing standards and interface concepts
- Follow-up and coordination with customer guidelines regarding considered technology
- Execution of first and second level tasks, when required
Requirements (Must have):
- High degree of customer- and service orientation
- High degree of own initiative
- Analytical reasoning
- Self-assertion and persuasiveness
- Purposeful and structured manner of working
- Capacity for teamwork
- Expert technical training for assigned systems (as defined in the profile annex)
- ITIL Foundation
- Firm knowledge of the implemented IT technology
- Firm knowledge of the customers IT strategy
- 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
- Concepts, commands and procedures to backup and restore a Database under SAP
- Concepts, commands and procedures of problem and incident analysis and resolution for SAP Systems and surrounding technolgies (related to the assigned technology)
- Concepts, commands and procedures for analysing ABAP/Java Logs for Troubleshooting
- Concepts, commands and procedures to plan and implement changes for the responsible technology
- Concepts, commands and procedures for using the UNIX operating system as part of the administration and development of the responsible technology
- Concepts, commands and procedures for continuity and performance monitoring and assurance in the area of the responsible technology
- Data collection and troubleshooting at hardware, operating system, application and the responsible technology
- Identification of problems and independently working out a solution, special in the area of the responsible technolgoy
- Writing documentations for changes, solutions and workinstructions for the responsible technolgoy
- Recognizing errors and faults in concepts and workinstructions and delivers corrections
- Risk-assesment for the assigned technology
- Planning and implementation of automation
- SAP Certified Technology Professional or an equal certificate in the assigned technology
Environment/Miscellaneous:
PRODUCT SKILLS: SAP Basis System (ABAP and Java Stack)
Beginn: 01.11.11
Dauer: 31.03.12
Branche: IT/Beratung