Job Title: Senior Specialist – Level 1 & Level 2 Support
Job Summary:
We are seeking an experienced Senior Specialist for Level 1 & Level 2 Support to manage and resolve incidents related to SAP BTP/Integration Suite and Informatica Cloud. The ideal candidate will bring strong technical expertise along with leadership capabilities to guide the support team and ensure timely and effective issue resolution.
Key Responsibilities:
- Lead and manage the Level 1 & Level 2 support team.
- Handle and resolve technical incidents related to SAP BTP/Integration Suite and Informatica Cloud.
- Define, implement, and maintain support procedures and best practices.
- Mentor and train team members to enhance performance and efficiency.
- Collaborate with cross-functional teams for timely issue resolution.
- Conduct root cause analysis and drive continuous improvement initiatives.
- Stay updated with the latest technologies and industry best practices.
- Manage and track incidents using ServiceNow.
- Generate and analyze incident and performance reports through ServiceNow.
Required Skills & Qualifications:
- Bachelor's degree in Computer Science, Engineering, or a related field.
- Minimum 5 years of experience in technical support, including at least 3 years in a leadership role.
- Strong expertise in SAP BTP/Integration Suite and Informatica Cloud.
- Hands-on experience with ServiceNow for incident management and reporting.
- Excellent communication and team leadership skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Strong analytical and problem-solving abilities.
