Kalithasan Mariappan

Key Responsibilities:

Delivered first-line support for SAP-related issues via email, chat, and incident tickets, ensuring timely resolution and minimal disruption to end users.

• Logged, categorized, and managed incidents and change requests using ServiceNow and SAP GUI 740, maintaining high standards of accuracy and follow-up.
• Created and managed tickets on behalf of users and clients while ensuring clear documentation and adherence to established processes.
• Maintained detailed records of problems, incidents, resolutions, and workarounds to support knowledge base development and improve issue resolution times.
• Ensured effective incident escalation and follow-through in line with escalation protocols, contributing to improved service turnaround.
• Monitored system performance and executed regular support tasks to ensure SAP system stability and availability.
• Ensured compliance with Service Level Agreements (SLAs) by actively tracking service quality, availability, and resolution times.

Tools and systems used:

• SAP GUI 740
• ServiceNow

Key Skills:

• SAP Support & Incident Management.
• IT Service Management (ITSM)
• Ticketing Systems (ServiceNow, SAP GUI 740)
• Problem Solving & Root Cause Analysis
• SLA Monitoring and Reporting.
• Escalation Management.
• Process Documentation
• Customer Service Orientation

• Coordinate with vendors for an urgent issues and escalation

• Open new request behalf of user for asset refresh which is

machine parts has expired of warranty.

• Closely monitor the work in progress tickets with vendors and

chase for an update to minimize the escalation.

• Create incident Web Ticket and submit into CET.

• Follow up with user or related source for case closure.

• Record and documenting all incidents requests received via

email in relevant helpdesk systems and response timely according

to SLA.

• Handle incoming calls.

• Handling escalation tickets, follow up with users for unsolved issue

till ticket closure.

• Provide troubleshooting via phone and remote access.