Support Capability
SAP Support, Application L2 & L3 Support
Top-line escalation for high-priority support cases including overall triage and management
Reporting metrics and case management updates to executive and account teams
Coordinating appropriate resources to achieve resolution
Create, implement and enhance internal reporting, and other processes to optimize team productivity
Providing day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives
Presenting monthly and quarterly quality reviews to the Support leadership team, including detail updates on the progress of the recommended corrective and preventive actions
Troubleshooting technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
Providing documentation content and participate in online forum support for real-time questions from Splunk users.
Reproducing customer issues and if necessary file bug reports, escalate cases to engineering, and provide necessary documentation