Consulting Analyst(DPO)

| Greater Noida, Uttar PradeshBengaluru, Karnataka
Job Summary

We are looking for a highly motivated and detail-oriented IT Technical Support to join our ATLAS (Automation of customer Life Cycle across SAP) to support ATLAS Tool chain. In this role, you will support the lifecycle of SAP solution landscapes for enterprise customers from onboarding to offboarding ensuring each landscape is accurately configured, monitored, and transitioned through key lifecycle stages.

You’ll work closely with cross-functional teams to resolve tickets raised via Jira (and soon ServiceNow), investigate system landscape issues, drive timely resolutions, and maintain process compliance. The ideal candidate is a logical thinker, effective communicator, and proactive team player with a strong sense of ownership and service quality.

Key Responsibilities:
Manage and resolve customer issues related to SAP solution landscapes, raised via Jira or ServiceNow.
Experience in IT Technical support in anyone of Cloud service provider like Azure, AWS, GCP
Experience working as Site Reliability Engineer
Validate customer landscape configuration, status transitions, and lifecycle processes using internal tools.
Investigate discrepancies (e.g., incorrect system statuses or missing dates), identify root causes, and implement corrective actions.
Coordinate with internal and customer-facing teams (CFUs) to ensure clarity on issues and actions needed.
Ensure key operational data (e.g., Fulfilment Dates, landscape statuses) is accurately maintained and compliant with internal policies.
Drive collaboration across teams to expedite resolution of critical issues, maintaining professionalism and accountability.
Document solutions, create or update knowledge base articles and process wikis for team learning and process consistency.
Mentor new joiners or teammates as needed, especially during feature rollouts or process changes.
Suggest process improvements and automation opportunities for better efficiency and quality of service.
Create and analyze reports using Microsoft Excel and PowerPoint to track performance metrics, identify trends, and support data-driven decision-making

Required Skills & Qualifications:
8+ years of experience in IT Technical support, customer operations, or enterprise system support.

Strong logical thinking and analytical skills for issue troubleshooting.
Excellent communication and stakeholder management skills across technical and non-technical teams.
Proficiency in Excel (VLOOKUP, formulas, pivot tables); Power BI or Tableau knowledge is a plus.
Familiarity with ticket management tools like Jira or ServiceNow.
Ability to prioritize tasks and manage work in a fast-paced, high-volume environment.
Ownership mindset with a proactive approach to problem-solving and process improvement.
Willingness to learn complex systems and contribute to operational excellence through documentation and collaboration.

Preferred Qualifications:
Exposure to ITSM frameworks (e.g., ITIL) and understanding of SLA/KPI-based operations.
Experience supporting enterprise software solutions, ideally in a B2B context.
Understanding of SAP systems or solution landscapes is a plus (but not mandatory).

Key Responsibilities
1. To Effectively Identify Root Causes Of Ongoing Issues, Existing Processes And Procedures; And, Determine Quick Resolutions, Improvements And Enhancements For The Same In Assigned Tasks/Projects
2. To Efficiently Implement The Best Resolutions And Enhancements To Improve Existing Processes And Procedures Within Projects/Organization
3. To Create Precise And Detailed Analyses & Reports For Monitoring The Health Of The Business
4. To Create Business Requirements For Enhancing Functionality Of Process Workflows To Improve Customer Experience And Satisfaction
5. To Manage Client And Internal Business Relationships Within Various Assigned Projects To Ensure Smooth Progress And Improvements And Enhanced Functionality.

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