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SAP Senior Service Desk Consultant

Location Chennai, Tamil Nadu, India Job ID R-026255 Date posted 04/18/2018

The main responsibilities of the role are to:


  • Expert knowledge on incident management, Problem management, Change management.
  • Knowledge of Release management & should be able to drive RGB/ CAB & Emergency CAB meetings.
  • Will be the contact point for all team members, so communication skills should be excellent. Also, should be able to act proactively to ensure smooth team operations and effective collaboration.
  • Should lead by setting a good example and engage the team to achieve goals.

·      Provide 1st/ 2nd   line support (technical queries, bug fixes and small enhancements relating to CHARM and SM3), complying with Astra Zeneca standards, change control procedures

  • Guarantee optimum performance and stability of critical system, including providing workarounds and identifying areas for improvement or solutions to permanently address the issue

·     Take ownership of issues through to delivery or issue resolution or escalation, as appropriate

  • Basic knowledge on various SAP Modules. Hands on to Incident Management & Change Management tools.

·     Support development activities by helping in code build and deployment, tool configuration management and administration, application environment set up, change and release management

·     Develop specialist knowledge in relevant systems, documenting and sharing that knowledge, as required, with global teams

·     Liaise with stake holders on potential process improvements

·     Monitor team performance and report on metrics

•     Delegate tasks and set deadlines for your internal team

Essential Experience: (Must have skills)

·     5-8 years of prior experience in application support and maintenance (L2/L3 support)

·     Development and troubleshooting experience in Solution manager CHARM/ CPS or BPA.

·     Good knowledge on Solution Manager/ Job Scheduling System.

  • Good hands on experience with MS DOC, MS Excel and PowerPoint.
  • Should be able to handle report extraction from various tools.
  • Experience working with third party vendor applications
  • Proven work experience as a team leader or supervisor
  • Excellent communication and leadership skills
  • Degree in Management or training in team leading is a plus
  • Supplementary Experience: (Useful additional skills)

    ·     Familiarity with life sciences (Pharma) domain concepts, workflow and terminology

    ·     Mindset to support business critical applications

  • ITIL / PMP /CSM Certified.
  • Hands on to various application would be preferable i.e. Remedy / ROD/ Service Now / Clarity / CHARM / ITSM                 
  • Educational Qualifications

    UG ‐ B.Tech /B.E. or other equivalent technical qualifications

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  • Information Technology, Chennai, Tamil Nadu, IndiaRemove

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Great culture, great work assignments, supportive management. Rotation opportunity within the company. They value inclusion and diversity.