Application Support

We are looking for a Monitoring Consultant to join our Platform Managed Services (PMS) team. This role is part of the first technical support layer, responsible for ensuring the proper monitoring, escalation, and resolution of system alerts and client incidents. The position involves continuous interaction with monitoring tools, execution of scheduled and on-demand tasks, and collaboration with Infrastructure and SAP Basis teams.

Responsibilities:

Monitor client systems using tools such as Pandora FMS.

• Analyze alerts, create and manage corresponding Jira tickets.
• Follow standardized procedures for alert classification and escalation.
• Ensure timely escalation of critical alerts (e.g., system down) to senior levels or client service managers.

Preventive & Corrective Maintenance

• Perform preventive checks and generate reports as per client contracts.
• Address issues related to system performance (memory, CPU, swap, filesystem, logs).
• Analyze job failures, system logs, technical dumps, and resolve or escalate accordingly.

Shift Handover & Collaboration

• Ensure accurate and complete shift handovers, with all tickets updated and assigned.
• Maintain documentation integrity and collaborate closely with team members.
• Proactively communicate workloads and task status with the team leader.

Operational Tasks (Basis & Infrastructure)

• Manage users, roles, and jobs in SAP environments.
• Perform backups, job monitoring, and transport management.
• Conduct basic installations and updates (kernel, Host Agent, SAPRouter).
• Apply SAP notes (without pre-requisites or manual steps). Execute quarterly health checks, vulnerability scans, and Windows updates.

Reporting & Documentation

• Contribute to client reporting and ensure correct documentation of incidents and procedures.
• Update internal tools and knowledge bases (Moniblia, password managers, task trackers).

Profile

• Experience in IT operations is desirable.
• Familiarity with monitoring tools and ticketing systems (e.g., Jira).
• Basic understanding of system performance metrics (RAM, CPU, logs, dumps).
• Ability to follow and improve documented procedures.
• Strong communication and teamwork skills, especially in rotating shifts.
• Fluency in English (written and spoken).
• Availability to work in shifts, including weekends and non-business hours if needed.