Assistant Manager SAP Basis

Job description

MAIN JOB PURPOSE:

The SAP Basis Analyst provides the skill set required to support a range of SAP systems including both ABAP and Java stack. The Unilever SAP estate comprises in excess of 800 systems, residing predominately on DB2 and Oracle databases and covering a large number of SAP functional offerings including: ERP, BW, PI/XI, APO, Solution Manager, CRM, SRM, Java and HANA.
1. To provide technical operational support to Unilever, ensuring that service affecting (or service threatening) operational difficulties are resolved promptly.
2. To monitor the operational systems and make any necessary adjustments so as to improve their efficiency and effectiveness. Recommend actions to maintain performance at the agreed levels.
3. To undertake less complex tasks related to the administration of systems to ensure continued availability of services.
4. Install and configure the Unilever infrastructure environment in line with agreed plans and time-scales to ensure that customer requirements are met and service level agreements are maintained.
5. Recommend technical standards to the environment, to ensure performance, control, high service availability and DR capability.
6. Recommend standards and procedures to be applied to regular backup and housekeeping, ensuring its secure and timely recovery in the event of operational incidents or disaster scenarios.
7. Prepare detailed implementation plans with other IT Global Services Europe groups, especially the Chief Technology Officer (CTO) and IT Global Services Europe Project Services to effect the smooth hand-over of new and transitioned servers to IT Global Services Europe operational management, including full compliance with IT Global Services Europe technical standards.
8. Regularly review and adjust the configuration of the Environment to ensure full compliance with Unilever security policies.
9. Maintain the environment by the application of fixes and updated versions from the suppliers, to avoid operational problems and ensure the highest level of service to customers.
10. Resolve incidents (as 2nd level support) arising in the operation of the systems software and desktop environment which cannot be resolved by 1st-level agents (Service Desk or Network Controllers). Calling upon the resources of other IT Global Services Europe groups (e.g. CTO and IT Global Services Europe Project Services), or external suppliers, as 3rd-level agents when necessary.
11. Perform a range of administrative tasks on the environment which require special technical skills and/or authorisation rights which are not available in IT Global Services Europe teams such as the Service Desk.
12. Ensure the transfer of knowledge regarding installations and upgrades within the team, and with other relevant IT Global Services Europe teams, using the IT Global Services Europe Change Management process and documentation.
13. Follow the ITIL service support processes in order to ensure the transfer of knowledge regarding systems software installations and upgrades between the relevant IT Global Services Europe teams.
14. Perform root cause analysis (RCA) to ensure everything has been done to determine the cause of all Urgent incidents and ensure suitable workarounds and resolutions are identified.
15. Monitor and update Incidents, service requests and Change Tasks.

JOB SUMMARY
· Very strong technical skills in the ERP environment used in ITGSE, acquired through extensive practical experience in installation and support (normally at least 2 years' experience in the field).
· Very strong desire to keep up-to-date with technical developments in the server environment.
· Commitment to detailed planning, documentation and quality assurance processes, especially change control, which will support the timely implementation of enhancements to the server environment whilst maintaining the highest levels of operational service.
· High levels of self-motivation and focus to work with the minimum of supervision and deliver against agreed targets.
· Good communications skills to ensure that technical issues and recommendations are clearly conveyed to and understood by other members of the ITGSE Technical Services group, and by other ITGSE teams where appropriate.
· Strong customer service awareness to keep the customers' requirements constantly in mind and ensure that activities align closely with these requirements.
· Educated ideally, to degree standard with additional vocational qualifications in specific technical skills.

KEY REQUIREMENTS
• Full SAP life-cycle experience using Oracle, SQL and DB2 database technologies, hosting SAP Net Weaver 7 or higher
• Good experience on Basis/ ECC/ BW/ Xi-Pi and Solution Manager
• Minimum 2 years specialist technical skill in one or more SAP areas
• Proven SAP experience running on Oracle and DB2 platforms.
• Knowledge of SAP and IBM Java advantageous