Provide leadership & Subject Matter Expertise to the External Support ProviderManage critical and high priority issues affecting the business, including customer engagement, escalations and critical incident managementProvide guidance to Plan, Build & Operate teams (as required) on support process requirements based on ITIL methodology including critical incident, ticket management and problem management; ensure that any service level or operational level agreements are met.• Capable to work in 24*7 environments extensively to monitor and provide required service.• Daily monitoring activities (Health Checks).• Performed Kernel Patch Upgrade.• Expertise in applying Support Packages.• Logon Group creation and logon load balancing. • Extensive experience in configuring Transport Management System (TMS) for the system landscape using STMS.• Start/Stop of SAP Systems.• Creating Logical Systems and Assigning logical systems to clients.• Maintaining RFC Connections.• Transports between Development, Quality and Production Systems. • Background job administration activities.• User administration • (Creating user ids based on standard naming convention, resetting passwords, locking and unlocking user ids, Mass user creation.)• Scheduling and monitoring of Background jobs. • Security administration activities.Responsible for Understanding, analyzing and then addressing resolution for customer issue's.