Senior SAP Basis Engineer

Your Day at NTT DATA

The Application Managed Services Engineer (L4) is an advanced engineering role, responsible for ensuring a managed service is provided to all clients. The engineer ensures that Packaged Application technologies such as ERP, Middleware and other business‑critical software remain operational through proactive management, oversight, monitoring, investigation, and resolution of escalated application‑based incidents and problems to restore services to clients.

The primary objective is to review all client requests or tickets, applying technical process knowledge to provide clients with immediate resolution without breaching the service level agreement (SLA). The role focuses on forth‑line support for complex escalated incidents and requests.

The engineer ensures contracted Managed Service outcomes are delivered and may also contribute to or support project work as required.

• Proactively monitor work queues and provide support for highly technical tickets.
• Work independently with general direction from client, stakeholders, team lead or senior manager to resolve escalated incidents/requests within the agreed SLA, providing timely updates.
• Proactively identify, investigate, and analyze issues before or when they occur, logging all incidents promptly.
• Capture all required information for immediate resolution.
• Provide forth‑level support, identify root causes, and respond to tickets where third‑line teams were unable to resolve issues.
• Share knowledge to resolve issues, document solutions, and disseminate knowledge to other engineers.
• Communicate with other teams and clients to extend support.
• Act as emergency support contact for critical client and business‑impacting issues.
• Ensure shift handover highlights key escalated tickets and handovers upcoming critical tasks.
• Support, track, and document change implementations.
• Escalate tickets to management with updates where applicable.
• Identify, contribute to, implement, and collaborate with automation teams for effort optimization and routine task automation.
• Gather relevant information and apply technical knowledge to analyze and use advanced troubleshooting tools in complex environments.
• Use operational and diagnostic procedures to resolve escalated tickets in unique client environments.
• Coach Service Desk, Operations Centre, and L3 teams, offering technical expertise and pushing work down to other engineering teams.
• May manage and implement projects within the technology domain, delivering per client requirements and timelines.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Perform any other related tasks as required.

• Excellent proficiency in change management processes with the ability to plan, monitor, and execute changes, identifying risks and mitigation plans.
• Deep technical skills in relevant Packaged Application technologies such as ERP, Middleware and other business‑critical software.
• Excellent client service orientation and passion for exceeding expectations.
• Excellent written and verbal communication skills.
• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, adjusting for changing circumstances.
• Positive outlook at work.
• Ability to work well in a pressure environment.
• Willingness to work longer hours when necessary.
• Active listening skills: paraphrasing, probing, and refraining from interrupting.
• Adaptability to changing circumstances.
• Focus on placing clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the client journey.

• Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience).
• Relevant certifications relevant to the services provided; certifications carry additional weightage on a candidate’s qualification for the role.
• Relevant certifications such as (but not limited to)
• SAP Certified Technology Associate – OS DB Migration for SAP Net Weaver 7.4.
• SAP Technology Consultant.
• SAP Certified…