Diagnosing, troubleshooting, and developing solution that solve the root cause of user problems in tickets evaluated from L1 Support team
• Ensure proper documentation, notification, escalation, tracking and follow up for all incidents and requests.
• Uses SAP HCM experience to address user problems and interrogates database for potential solutions.
• Escalates complex or unresolved incident to next level as appropriate and collaborate with internal teams for the same.
• Records and tracks tickets from outset to conclusion assigned at L2 level.
• Acts systematically to respond daily operational needs and react to them, avoiding service disruptions and maintaining coherence.