SAP BASIS L1 & L2 SUPPORT – JOB DESCRIPTION

Job Title: SAP BASIS Support Engineer (L1 & L2)

Role Summary:

The SAP BASIS L1 & L2 Support Engineer is responsible for providing day-to-day technical support, system monitoring, and issue resolution across the SAP landscape. This includes handling ServiceNow tickets, system health checks, user access issues, background job monitoring, and coordination with hosting or infrastructure teams for patching and upgrades.

Key Responsibilities

L1 Responsibilities (Basic Operational Support)

• Monitor SAP systems daily (ERP, BW, GRC, PO, Solution Manager, etc.).

• Perform daily health checks and report abnormalities.

• Check background jobs, dumps (ST22), system logs (SM21), and update tickets accordingly.

• Handle user access–related issues and password resets.

• Assign and troubleshoot SAP roles under guidance.

• Handle incidents and service requests raised through ServiceNow.

• Check system interface status, IDoc errors, and coordinate with functional teams.

• Perform routine tasks such as client logs/locks check, system availability, and spool management.

• Escalate issues to L2/L3 teams following defined SLA and escalation matrix.

L2 Responsibilities (Advanced Technical Support)

• Troubleshoot SAP system performance issues and analyze workload (ST03, ST06, ST02).

• Analyze and resolve system errors, dumps, update failures, and background job failures.

• Perform transport management (STMS): import queues, error resolution, and coordination with developers.

• Manage system profiles, parameter tuning, and work processes.

• Support kernel upgrades, SAP notes implementation, and configuration changes.

• Perform user and role administration, troubleshooting authorization issues.

• Support system refresh activities and pre/post refresh tasks.

• Coordinate with HEC or infrastructure/cloud teams for OS/DB patching, system maintenance, and EWA report actions.

• Review EWA reports and follow up on critical recommendations with relevant teams.

• Support SSO, certificates renewal, and connection issues.

• Basic troubleshooting in DB (HANA/Oracle), including monitoring, log checks, and space management.

Required Skills

For L1:

• Basic understanding of SAP architecture and BASIS concepts.

• Experience with SAP GUI, Solution Manager, and monitoring tools.

• Knowledge of user administration and role-related troubleshooting.

• Basic understanding of transport management and system logs.

• Strong communication and ticket-handling skills.

For L2:

• In-depth knowledge of SAP BASIS administration.

• Good understanding of HANA/Oracle DB concepts.

• Experience with SAP performance troubleshooting.

• Transport management and kernel/patch support.

• Understanding of SSO, SSL certificates, RFCs, and interface monitoring.

• Experience with cloud-hosted SAP systems (HEC/Azure/AWS preferred).

Qualifications:

• Bachelor’s degree in Computer Science, IT, or related field.

• 1–3 years of experience for L1&L2

• SAP BASIS certification is an advantage.

Soft Skills:

• Strong problem-solving skills.

• Ability to work under pressure in a 24/7 support environment.

• Good communication and documentation skills.

• Customer-focused attitude.

Please send your CV with SUBJECT: SAP BASIS Support Engineer (L1 & L2) by email:

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