sradmin Position: SAP Basis – Shift Lead (MT59I RM 3087)
Candidates should be flexible for 24/7 – this is mandatory.
Job Description:
Good written and verbal communication
Management of multiple activities requiring cross team coordination
Understanding and working experience in SLA/KPI tracking
Prior working experience in ECS will be added advantage
Monitor Queue
1. Assign new tickets
2. Reassign ticket that are coming back
3. Getting updates on tickets that have no updates for long time
. Check on tickets that are long in customer action
Monitor Service Execution
1. Check if tickets gets processed in time according start date / scheduled date
2. Handover to other shifts
EIS reaction
1. Check on escalated tickets (Escalation Intake Team) -> look for right resource
2. Solve escalation
MIM reaction
1. Join Bridgecall and/ or identify technical experts
2. Check Dashboard
3. Assure quality in ticket processing (time recording, communication, preparation
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