SAP Monitoring & Tools HCM/Application Tech Support Practitioner

Accenture
Kolkata, West Bengal

• Resolve tickets and provide support as per the agreed SLAs
• Manage IT/ access requirements to meet specific needs
• Review and manage service request backlog as needed to ensure all requests are correctly prioritized, scheduled and resolved efficiently.
• Engage on any critical customer escalations and ensure customer resolution as well as post mortem analysis to avoid future breakdowns
• Host regular reviews with business personnel on status and performance and incorporate their feedback into service delivery
• Work with enterprise support groups and cross functional teams to resolve problems or issues
• Coordinates through and complies with the change management process whenever required.