Sr. Support Engineer, SAP

We actively seek a

• Sr.
• Support Engineer, who can play the role support activities related to the SAP BASIS, across ABAP, Java, and Cloud landscape.
• This role is based in Malaysia.This role of
• SAP BASIS
• demands a highly experienced individual who can not only oversee the technical delivery of support services but also act as a partner, ensuring alignment with business objectives and driving continuous improvement within the discipline. The tower lead will be responsible for the BASIS quality of service delivery, adherence to SLAs, effective incident and problem management, and fostering a collaborative environment between RSI, RSI Enhancements / Project, third parties (such as OBS) and client internal teams. The ideal candidate will possess a deep understanding of complex enterprise systems, excellent communication skills, and a proven track record in leading high-performing support teams.
• Able to analyze the calls to provide LOEs and solutions in the BASIS space. Ability to guide the team in terms of the Ticket Distribution based on bandwidth of team members & their skill set, including Resolution by leveraging his / her SME Knowledge & Core Technical Skills.
• The Lead should be confident enough to engage Digital Team Members & Technical Specialists in application related business conversations in a robust manner by clearly articulating issues and suggest the way forward.
• Also extend extensive support to Clients when they test multiple applications in various scenarios, project related functional validations, cross modular coordination for Transport Requests Management in close coordination with Application Leads.
• In-depth knowledge of BASIS, including an understanding of OS and patching, DB and patching, Early Watch and monitoring tools, SAPGUI setup etc.
• Understanding of custom developments, enhancements (BADIs, user exits), reports, interfaces (RFC, IDoc), forms and data migration techniques (BDC, LSMW).
• Experience in SOLUTION MANAGER and specifically CHARM, Job Management and IT Management.
• Understanding of core SAP modules (e.g., FI / CO, SD, MM, HR) and their integration points.
• Debugging and performance tuning expertise.
• Experience with ECC, SOLMAN, FIORI, GRC specific ABAP concepts.
• Follow best practice patching and cyber guidelines.
• Strong understanding of Java enterprise applications, including frameworks (e.g., Spring, Struts) and application servers (e.g., Tomcat, JBoss, SAP NetWeaver AS Java).
• Knowledge of Java-based integration technologies (e.g., REST, SOAP APIs, JMS).
• Experience with Java development best practices, debugging, and performance optimization.
• Familiarity with various Java-based SAP technologies (e.g., SAP PO / PI, SAP Cloud Platform Integration, SAP Fiori / UI5 backend services).
• Follow best practice patching and cyber guidelines.
• Familiar with annual BASIS Management activities including System Refresh (Pre / During / Post).
• Cloud (General & SAP Specific) :
• Solid understanding of cloud computing concepts (IaaS, PaaS, SaaS).
• Experience with major cloud providers (e.g., Azure, AWS, GCP) – specifically their services relevant to SAP deployments.
• SAP BTP (Business Technology Platform) : Strong knowledge of SAP BTP services and capabilities (e.g., Integration Suite, Extension Suite, Analytics Cloud, Application IDM, etc.).
• Understanding of cloud-native development principles and containerization (e.g., Docker, Kubernetes) in a cloud context.
• Familiarity with cloud security best practices and compliance.
• Familiarity with cloud-based monitoring and logging tools.
• Proficiency in SQL and understanding of database concepts (e.g., MaxDB, SQL Server).
• Ability to troubleshoot database-related performance issues.
• Integration Technologies :
• Experience with various integration patterns and technologies (e.g., REST, SOAP, OData, SFTP, APIs).
• Familiarity with integration platforms (e.g., SAP PI / PO, SAP CPI).
• Excellent skills in - Planning / Prioritization / Time Management / Attention to Detail / Persuasion / End to End Task Management with Accountability.
• Business Process Understanding : Ability to quickly grasp and understand core technical processes supported by the SAP ABAP and Java, as well as Cloud BTP applications.
• Problem-Solving : Strong analytical and problem-solving skills to diagnose and resolve complex technical and functional issues not only those that are triggered at SAP Source but, assist network / hosting etc., where SAP is impacted.
• Solution-Oriented : Proactive in identifying potential issues and proposing effective solutions.
• Industry Knowledge : Awareness of industry best practices and trends in IT support and service delivery.
• Leadership : Ability to inspire, motivate, and guide a technical support team.
• Accountability : Takes ownership of issues and ensures timely resolution.
• Proactiveness : Anticipates potential problems and takes preventative measures.
• Adaptability : Ability to thrive in a dynamic and fast-paced environment.
• Attention to Detail : Meticulous in reviewing and ensuring the quality of work.
• Resilience : Ability to handle pressure and setbacks effectively.
• Stakeholder Management : Excellent interpersonal skills to effectively communicate with various stakeholders (internal DT, business users, other support teams, senior management).
• Communication (Verbal & Written) : Clear, concise, and articulate communication, capable of explaining complex technical issues to non-technical audiences.
• Reporting : Ability to generate and present clear, informative reports on support performance, incidents, and trends.
• Negotiation : Skill in negotiating priorities and resource allocation.
• Escalation Management : Proficient in managing and escalating critical issues appropriately.
• Meeting Facilitation : Ability to lead and facilitate effective meetings.
• ITIL Framework :
• Strong understanding and practical application of ITIL processes (Incident Management, Problem Management, Change Management, Request Fulfilment, Service Level Management), and it's application to client processes.
• Incident Management :
• Analyzing bugs, defects in the production environment within SLA timelines + Replicating issues by coordinating with technical developers and other modules consultant based on issue nature + Coordinate with business users for testing bug fixing, testing the message and flows + Workaround for high priority tickets + Root cause analysis and documentations based on requirement to ensure continuous improvement
• Service Request Management :
• How to documentations on existing configurations + Master data changes / config changes
• Enhancements / Projects :
• SLA Management :
• Experience in monitoring and ensuring adherence to agreed-upon Service Level Agreements as per the account and also in support of AGA and it's internal SLA's.
• Process Improvement :
• Ability to identify areas for process optimization and implement improvements.
• Quality Assurance :
• Ensuring the quality and accuracy of support deliverables.
• Documentation : Diligently document Business Requirements (BRDs) to baseline for implementation. Prepare training materials & other documents required for successful completion of the project. Also, for ongoing Support activities document Lessons Learnt, Root Cause Analysis while handling priority issues.
• Taking business transition from incumbent vendors / client IT during new client engagement onboarding phase. + Attending knowledge sharing sessions & Documentations + Participating in Job shadow, Reverse Job Shadow phases
• Monitoring Alerts if any on client environment via Rimini Street based tools and or client-based tools and addressing them on time.
• Ensure compliance with the client's IT processes & internal time tracking.
• Working on client support timelines based on geography.
• Performance tuning of existing process to contribute on Continuous Improvement.
• Estimate Enhancements

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