• Handling of tickets • Provide 1st and 2nd level of support to SAP Basis issues reported by the monitoring tools • Escalate alerts that require further support • Create a P2 ticket for any production system having performance issues • Create a P1 ticket for any production system having availability issues • Document tickets with the troubleshooting performed for the upcoming issues • Perform Health Checks • Log into the systems at SAP application level and through the specified Transaction Codes validate the integrity of the system • Log into the systems at OS level and validate the integrity of the system using the given commands • Generate reports • Log into the systems at SAP level and using the specified SAP Transaction Codes and provide the required information on a document • Log into the systems at OS level and by using the given commands, provide the required information on a document • Create and/or update documentation • For any new procedure, create a Work Instruction on how to perform it • Update any obsolete process of a given document • Drive communication • Follow up on emails sent by customer and the requirements stated on them • Inform next level of support of what we have perform on a system • Engage on phone conference to provide required information to customer and/or next level of support