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  • Job reference: RMS0164741

Applications Support Engineer (ERP)

  • Sector: Commercial
  • Location: Atyrau 5/2
  • Job type: Permanent
  • Date posted: 05/02/2016
  • Time left:
    d h m s
    (26/02/16)
This vacancy has now expired.
The Role:
The Application Engineer is managing the technical application landscape of the ICT environment.
Monitors the systems on availability, performance and capacity. Reports on problems and possible issues. Performs daily check on systems health.
Aligns, investigates and resolves capacity increase and performance issues with the ICT operations team.
Tunes system performance for optimal operation. Implement patches and updates to the applications systems to ensure system security and data integrity.
Focal point for application incident resolution and application requests handling.
Within the ICT/IM support processes, act as 2nd and 3rd line technical support aligning with the users in the business functions and the internal ICT operations and Network teams.
Ensures proper documentation on application changes and updates in line with the agreed ICT/IM processes, international standards and best practices.
Technical expert in the field of application implementation and support. Is aware of the ICT security policy and assures that application systems are implemented in line with this policy.
Support the end users in the field of SAP, ERP and connected portfolio by resolving incidents and addressing questions and delivering workable solutions to issues.
Provide the different business units within the venture with 2nd and 3rd level support regarding Information Queries, Requests and incident resolutions.
Support the Service Desk requests classification and assignment to the appropriate support engineers or ERP/SAP groups.
Escalate requests and tickets to the appropriate groups within the ERP team and ICT department in a timely manner.
Communicating to Users by phone and e-mail in a polite and proper manner. Receipt and acknowledgement of User requests received via email or telephone.
Track progress of support requests and confirming closure.
Maintaining records and statistics of support at the request of the Team Lead ERP Support and Manager IT/IM Business Applications.
General assistance to ERP Senior Staff for more complex tasks and projects.

Essential Skills / Qualifications:
University / Master’s Degree in Electronic / Telecommunications Engineering or Computer Science
At least 5 years of experience in SAP and ERP support
Solid IT services background
Knowledge of SAP Material Management, Financial accounting and or plant maintenance
In depth knowledge of ICT service delivery processes

Desirable Skills / Qualifications:
Clear Communication
Manage Change and Performance
Ability to work alone and in a team environment
Good organization skills
Attention to detail
Result driven
Customer Oriented
Able to communicate well in writing as verbal
Good interpersonal skills and uses a methodical and systematic work approach
ICT/IM Processes and best practices
ICT/IM ERP Application management and support
ICT Service delivery and Support Processes
Contract management
Process improvement techniques
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