Sr. Support Engineer, SAP na Rimini Street

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a global provider of end-to-end enterprise software support and innovation solutions and the leading third-party support provider for Oracle, SAP and VMware software. The Company offers a comprehensive portfolio of unified solutions to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database, and technology software. The Company has signed thousands of contracts with Fortune Global 100, Fortune 500, midmarket, public sector and government organizations who selected Rimini Street as their trusted, proven mission-critical enterprise software solutions provider and achieved better operational outcomes, realized billions of US dollars in savings and funded AI and other innovation investments.

To learn more, please visit www.riministreet.com, and connect with Rimini Street on X, Facebook, Instagram, and LinkedIn.

We are actively seeking a Sr. Support Engineer, SAP. This role is based in India, Hyderabad.

About Rimini Street, India, GCC.

Rimini Street Inc, HQ : Las Vegas, NV, USA a disruptor in third party ERP support services, established undisputed leadership and as a natural progression, entered India with Rimini Street, India GCC India kick starting operations in Hyderabad, in 2013 with Global Client Onboarding Services, IT shared services and Global Service Development. In no time, Rimini Street, India GCC started Bengaluru operations going up the value chain with more complex product development (Oracle, SAP, Peoplesoft, JDE etc.) & advanced services (Managed services, Professional services, Security Managed Services etc).

Rimini Street, India GCC gained valuable share in bringing the reputation to Rimini Street Inc of being a global provider of unified support and managed service solutions for enterprise software. Today, Rimini Street, India GCC is a family of about 800+ full time talented individuals, thanks to the remarkable talent that has supported the expansion.

Rimini Street, India has nicely emerged as Global Capability Centre (GCC), and proudly says, “if you are best of the best, you belong to Rimini”. We are on a mission to contribute significantly to our “Rimini ONE” program, a turnkey Rimini Street service program that offers a comprehensive set of unified, integrated services that can run, manage, support, customize, configure, connect, protect, monitor, and optimize your Oracle and SAP ERP, database, and technology software

Position Summary

We actively seek a Sr. Support Engineer, who can play the role of a Tower Lead for SAP BASIS who would be the primary point of contact and overall orchestrator for all AMS support activities related to the SAP BASIS, across ABAP, Java, and Cloud landscape. This role is based in India.

This role of SAP BASIS Tower Lead (AMS) demands a highly experienced individual who can not only oversee the technical delivery of support services but also act as a partner, ensuring alignment with business objectives and driving continuous improvement within the discipline. The tower lead will be responsible for the BASIS quality of service delivery, adherence to SLAs, effective incident and problem management, and fostering a collaborative environment between RSI AMS, RSI Enhancements/Project, third parties (such as OBS) and client internal teams. The ideal candidate will possess a deep understanding of complex enterprise systems, excellent communication skills, and a proven track record in leading high-performing AMS support teams.

Also, the BASIS Lead should provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting and supporting of multiple SAP global clients who use both 4.x, ECC environments & latest environments. Role demands proficient communication skills to do requirement gathering, replicating production issues, stakeholder (internal / external) understanding, adhering to time tracking, adhering to SLAs, and ensuring utilization as per expectations.

Essential Duties and Responsibilities:

• Should be familiar with Heterogenous SAP landscape.

Technical Skills – SAP BASIS:

• Able to analyze the calls to provide LOEs and solutions in the BASIS space. Ability to guide the team in terms of the Ticket Distribution based on bandwidth of team members & their skill set, including Resolution by leveraging his/her SME Knowledge & Core Technical Skills.
• The Lead should be confident enough to engage Digital Team Members & Technical Specialists in application related business conversations in a robust manner by clearly articulating issues and suggest the way forward.
• Also extend extensive support to Clients when they test multiple applications in various scenarios, project related functional validations, cross modular coordination for Transport Requests Management in close coordination with Application Leads.
• In-depth knowledge of BASIS, including an understanding of OS and patching, DB and patching, Early Watch and monitoring tools, SAPGUI setup etc.
• Understanding of custom developments, enhancements (BADIs, user exits), reports, interfaces (RFC, IDoc), forms and data migration techniques (BDC, LSMW).
• Experience in SOLUTION MANAGER and specifically CHARM, Job Management and IT Management.
• Understanding of core SAP modules (e.g., FI/CO, SD, MM, HR) and their integration points.
• Debugging and performance tuning expertise.
• Experience with ECC, SOLMAN, FIORI, GRC specific ABAP concepts.
• Follow best practice patching and cyber guidelines.

JAVA

• Strong understanding of Java enterprise applications, including frameworks (e.g., Spring, Struts) and application servers (e.g., Tomcat, JBoss, SAP NetWeaver AS Java).
• Knowledge of Java-based integration technologies (e.g., REST, SOAP APIs, JMS).
• Experience with Java development best practices, debugging, and performance optimization.
• Familiarity with various Java-based SAP technologies (e.g., SAP PO/PI, SAP Cloud Platform Integration, SAP Fiori/UI5 backend services).
• Follow best practice patching and cyber guidelines.
• Familiar with annual BASIS Management activities including System Refresh (Pre/During/Post).
• Cloud (General & SAP Specific):
• Solid understanding of cloud computing concepts (IaaS, PaaS, SaaS).
• Experience with major cloud providers (e.g., Azure, AWS, GCP) – specifically their services relevant to SAP deployments.
• SAP BTP (Business Technology Platform): Strong knowledge of SAP BTP services and capabilities (e.g., Integration Suite, Extension Suite, Analytics Cloud, Application IDM, etc.).
• Understanding of cloud-native development principles and containerization (e.g., Docker, Kubernetes) in a cloud context.
• Familiarity with cloud security best practices and compliance.
• Familiarity with cloud-based monitoring and logging tools.

Database:

• Proficiency in SQL and understanding of database concepts (e.g., MaxDB, SQL Server).
• Ability to troubleshoot database-related performance issues.
• Integration Technologies:
• Experience with various integration patterns and technologies (e.g., REST, SOAP, OData, SFTP, APIs).
• Familiarity with integration platforms (e.g., SAP PI/PO, SAP CPI).

Functional Skills:

• Excellent skills in - Planning / Prioritization / Time Management / Attention to Detail / Persuasion / End to End Task Management with Accountability.
• Business Process Understanding: Ability to quickly grasp and understand core technical processes supported by the SAP ABAP and Java, as well as Cloud BTP applications.  
• Problem-Solving: Strong analytical and problem-solving skills to diagnose and resolve complex technical and functional issues not only those that are triggered at SAP Source but, assist network/hosting etc., where SAP is impacted.
• Solution-Oriented: Proactive in identifying potential issues and proposing effective solutions.
• Industry Knowledge: Awareness of industry best practices and trends in IT support and service delivery.

Personal Attributes:

• Leadership: Ability to inspire, motivate, and guide a technical support team.
• Accountability: Takes ownership of issues and ensures timely resolution.
• Proactiveness: Anticipates potential problems and takes preventative measures.
• Adaptability: Ability to thrive in a dynamic and fast-paced environment.
• Attention to Detail: Meticulous in reviewing and ensuring the quality of work.
• Resilience: Ability to handle pressure and setbacks effectively.

Coordination & Communication Skills:

• Stakeholder Management: Excellent interpersonal skills to effectively communicate with various stakeholders (internal DT, business users, other support teams, senior management).
• Communication (Verbal & Written): Clear, concise, and articulate communication, capable of explaining complex technical issues to non-technical audiences. 
• Reporting: Ability to generate and present clear, informative reports on support performance, incidents, and trends.
• Negotiation: Skill in negotiating priorities and resource allocation.
• Escalation Management: Proficient in managing and escalating critical issues appropriately.
• Meeting Facilitation: Ability to lead and facilitate effective meetings.

Service Management & Process Skills:

• ITIL Framework: Strong understanding and practical application of ITIL processes (Incident Management, Problem Management, Change Management, Request Fulfilment, Service Level Management), and it's application to client AMS processes.
• Incident Management:
  • Analyzing bugs, defects in the production environment within SLA timelines
  • Replicating issues by coordinating with technical developers and other modules consultant based on issue nature
  • Coordinate with business users for testing bug fixing, testing the message and flows
  • Workaround for high priority tickets
  • Root cause analysis and documentations based on requirement to ensure continuous improvement
• Service Request Management:
  • How to documentations on existing configurations
  • Master data changes / config changes
• Enhancements / Projects:
  • Estimate Enhancements the integration projects through various phases from gathering business requirements/Developing/Testing and deployment
  • Gathering and analyzing business/functional requirements and translating them into design specifications
  • Working experience on complex customization of programs, reports
  • Writing unit test scripts and conducting unit and integration tests for the customizations
  • Support UAT tests and participate in Cut-Over activities alongside post-production changes and hyper care
  • Support the assessment of change requests (corrections, enhancements), proposing and developing solutions
• SLA Management: Experience in monitoring and ensuring adherence to agreed-upon Service Level Agreements as per the AMS account and also in support of AGA and it's internal SLA's.
• Process Improvement: Ability to identify areas for process optimization and implement improvements.
• Quality Assurance: Ensuring the quality and accuracy of support deliverables.
• Documentation: Diligently document Business Requirements (BRDs) to baseline for implementation. Prepare training materials & other documents required for successful completion of the project. Also, for ongoing AMS activities document Lessons Learnt, Root Cause Analysis while handling priority issues.
• Taking business transition from incumbent vendors / client IT during new client engagement onboarding phase.
  • Attending knowledge sharing sessions & Documentations
  • Participating in Job shadow, Reverse Job Shadow phases
• Monitoring Alerts if any on client environment via Rimini Street based tools and or client-based tools and addressing them on time.
• Ensure compliance with the client's IT processes & internal time tracking.
• Working on client support timelines based on geography.
• Performance tuning of existing process to contribute on Continuous Improvement.

Additional Duties and Responsibilities:

• Other job-related duties and responsibilities may be assigned from time to time based on progression and nature of opportunities.
• Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours.

Location:

• Hyderabad, India

Education:

• Bachelor Degree in Computer Science or related field or equivalent experience.

Language:

• Fluent English is mandatory, any other international languages is a plus.

Work Experience: 10+ years

• Domain experience is good to have.

Must have Skills: SAP BASIS Module in SAP with the following additional functional capabilities.

• Integration of SAP HANA into different remote systems. Exposure to different remote access options in HANA system.
• Experience in monitoring, tuning, and troubleshooting of SAP HANA systems.
• HANA system administration using SAP HANA Cockpit and HANA Studio.
• Experience in managing users and roles in SAP HANA system.
• Implementing SAP HANA Table management techniques - data compression, table partition, compression techniques, and load/unload table into memory.
• HANA Installation, Data Provisioning, Admin, Modelling.
• Experience with high availability and backup mechanism.
• Implementing SAP HANA Security mechanism, HANA XS Application service, and monitoring of HANA system.
• Solution Manager configuration and utilization (including readiness to learn new tools).
• SAP Transport Management, System Client copy, refresh, license management.
• Security parameter management, Configuration of SAP Routers, Traces and logs, Workload balancing.
• SAP Correction, Job maintenance, Backup, Data administration, Kernel maintenance, Patch management.

Why Rimini Street?

We are looking for talented, passionate people to help us build our future at Rimini Street. We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you.

Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs: 

• Company
  • We dream big and innovate boldly.  

• Colleagues
  • We work with extraordinary people who create a culture of mutual respect and collaboration. 

• Clients
  • We relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service. 

• Community 
  • We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 425 charities.

Accelerating Company Growth

• Nasdaq-listed under ticker symbol RMNI since October 2017 
• Over 5,800 signed contracts to date, including Fortune 500 and Global 100 companies
• Over 2,000 team members in 23 countries
• US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://www.riministreet.com/company/awards/ 

Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law. 

To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com 

Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources.  Unsolicited resumes will be ineligible for referral fees.