How to explain support consultant

[Former Member]

Hi SAP Guru's

How to explain support consultant roles i mean to say how to start and where to start

Thanks&Regards

srinivas

[Former Member]

Answered

[Former Member]

Hi Srinivas,

Support roles depends on which module they are working or by role.I am providing here the roles and responsibilities of a functional / Configuration consultant in support project.

u2022Assists in the development of requirements and specifications.

u2022Interfaces with the Production support team

u2022Knows and follows Production Support On-Call Process and all supporting documentation in its entirety. The primary activities of this process (but not the only ones) are creating/refining requirements, estimates, business designs, technical designs, test plans/cases, implementation plans, production support documentation and executing all created plans.

u2022Engages other resources when needed with the permission of the PM to ensure that incidents/issues are appropriately resolved.

u2022Maintains all Incidents and Issues documentation in centralised location.

u2022Ensures all related incidents and issues are appropriately recorded and reviewed during weekly status meetings (or sooner) to ensure timely resolution. Any issue that impacts schedule, quality, scope or cost should be recorded.

u2022Provides feedback to PM on project management processes.

u2022Provides feedback to Production Support Manager on technical development processes.

u2022Participates in the orientation of new team members when requested by the project manager.

u2022Manages individual training plan and career objectives.

u2022Schedules and completes career-related training objectives.

u2022Ensures appropriate time-tracking standards are followed for recording SLC development activities.

u2022Records incidents and issues in tracking tool, and follows through to resolution.

u2022Create and present to the team knowledge sharing presentations when requested.

Assign Points if helpful.

Thanks and Regards,

Naveen Dasari.

[Former Member]

Hi,

A support consultant has to work in two sites

On-site or offshore.

The main job which a support consultant does are as follows

1. He has to support all the problems in Clients SAP Sytems.

2. He has to Analyze if any error is coming in any of the report.

3. If your SLA is of Level 2 support you have to do some enhancements also.

4. You have to check for inconsistencies.

5. Some times You have to develope new things and release transport request to Quality and Production server etc.

And lots other works also.

Hope this will help you.

Reward Point if helpful.

Thanks,

Raja

[Former Member]

Thank you Mr.Raja for your immediate reply

can u plz elaborate on SLA's and i need information if interviewer asks explain the roles of support consultant how can i explain i mean where to start

Thanks and Regards

srinivas

[Former Member]

Hi,

SLA is Service level Agreement. Before giving support to any ?Client, both parties shoul agreeed upon the terms and conditions. e.g. Some company needs support for only some divisions.

Again SLA explains the rate, structure, numbers of person and every others terms.

Regarding the Role of Support consultant as i already told you

A Support consultant Supports the different processes of Clientts SAP problem. e.g. If your client is creating the delivery and he is not able to done PGI, So he will raise a request to the support consultant and then support consultant will suggest them the solution or rectufy the problem.

If that problem's domain was not in ur SLA then u will escalet this issue to other.

Hope this will help you,

Reward Point if helpful.

Thanks,

Raja

[Former Member]

Hi Srinivas,

I believe the following information should serve your purpose.

[The Keys to Successful Service Level Agreements|http://www.syntelinc.com/uploadedFiles/Syntel_SLA(1).pdf]

Assign Points if helpful.

Thanks and Regards,

Naveen Dasari.