Service Catalog

Technical Office and Service Management
  • Coordinate technical teams of the different technological layers
  • Create minutes and perform periodic reports with indicators of service
  • Perform periodic reports on capacity, availability and incidents
  • Proposals to improve the service
  • Establish and agree with the customer the scaled to follow
  • Establish and agree with the customer regular monitoring according to the criticality of their production processes
  • Notify the existence of incidents and follow up periodically informing of their status until their resolution
  • EWA reports analysis
  • Review and recommend the installation of patches or upgrades
  • Planning and management of change requests
  • Alert about possible problems or points to consider when applying changes
  • Create and maintain the necessary documentation for the provision of the service
  • Create, maintain and agree with the customer the technical procedures
  • Management and updating of the service catalogue
  • Sizing, installation of new products and configuration
  • SAP product migrations (SAP application, database or operating system) or heterogeneous copies
  • Upgrades of version or application of Enhancement Packages (EhPs)
  • Monitoring, proposal and use of SAP verification services
  • SAP Basis support for functional projects
  • Unicode Conversions
SAP product Management
  • Registration of developer keys and objects to Portal OSS SAP
  • Spool management: registering and deleting the printer, queue unlocking, and print server management
  • Management of SAP users or groups
  • Unlocking users and password resets
  • Authorization Management (roles and profiles)
  • Management of transport orders
  • Opening connections for SAP technical support
  • Making client copies
  • Making system copy or homogeneous copies
  • Check availability and access to SAP environments
  • Maintenance of the information of the SAP systems in the SAP OSS Portal
  • Management, control and audit of SAP licenses
  • Transport system Maintenance
  • SAP Connect Monitoring
  • Review of buffers consumption, extended memory and Heap of systems
  • Analysis and application of improvements collected in the EWA reports
  • Analysis of response times of executed processes
  • Monitoring, analysis and administration of IDocs, batch input and ALE entries
  • Monitoring, analysis and administration of qRFC-tRFC interfaces
  • NWBC Customer Management
  • Version control of the servers and clients software (GUI / SAPLogon, ...) according to SAP recommendations to avoid obsolescence and loss of support
  • Configuration and maintenance of system monitoring using Solution Manager
  • Support packages application
  • Kernel Updates
  • Opening and managing notes or support requests in the SAP OSS Portal
  • Support to other teams for the resolution of functional or technical incidents
  • Support to users in technical incidents in the client software (SAPGUI-SAPLogon, PCM client, ...)
  • Analysis and implementation of SAP notes
  • Logs and dumps Check
  • System trace activation and error debug support
  • Reprocessing and &slash; or escalating failed jobs according to customer-established procedures
  • Identification, analysis and solution of performance problems in the systems
  • Locks and updates management
  • Business Functions Activation (SFW5)
  • Management of the pending to adjust objects in SPAU and SPDD
  • Consistency check after installation, patch application or client copies
  • Management of clients
  • Management of RFCs and SICF services
  • Operation modes Management: Quantity and distribution of workprocesses
  • Configuration and management of technical jobs
  • Configuration and management of logon groups
  • Language settings
  • Configuration and maintenance of SAP email sent through a mail server
  • SAP Router configuration
  • Configuration of SAP J2EE
  • WebServices technical configuration
  • Workflow technical configuration
  • Technical configuration of Documentum or Opentext repositories
  • Integral management and audit of the environment's security
  • Audit Log Management
  • Analysis and implementation of SAP security notes
  • Management of certificates, CAs and maintenance of PSEs
  • Generation and custody of evidences for audits
  • Audit, maintenance and custody of generic, technical and administrator users
Integration Management
  • Configuration of SAP Backend environments for PI or PO
  • PI or PO Technical Check after interfaces, channels and adapters go-live
  • Adjustment and configuration of J2EE applications
  • Configuration and management of the transport system to PI or PO
  • SLD Maintenance and Content Update for ESR
  • Certificate Management
  • Monitoring, scaling and operation of communication channels, queues, backlog and PI or PO messages
  • PI or PO elements Monitoring (Iengine, AEX, adapters, cache, ...)
  • Archiving and deletion of messages
  • Analysis of erroneous messages
  • Planning, execution and monitoring of housekeeping tasks
  • Creation and maintenance of an integrations catalogue according to the customer instructions
  • Technical support for functional teams in integration configuration
  • PI or PO Transport management
  • User, roles and authorizations management
Databases
  • Check the operation status of database instances (HANA, Oracle, SQL Server, MaxDB,...)
  • Control of the usage of CPU, RAM, swap, disk space and network resources
  • Status of replicas and backup copies
  • Most growing or used tables analysis
  • Review of database engine alerts
  • HANA, Oracle, SQL Server, MaxDB, ... User and role management
  • Transport of roles and Delivery-Units between HANA environments
  • Make periodic reports of capacity and availability and incidents
  • Reorganization and regeneration of table statistics with poor performance
  • Software version control as per SAP recommendations to avoid obsolescence or loss of support
Infrastructure
  • Control of the usage of CPU, RAM, swap, disk space and network resources
  • Analysis and recommendation of resource and performance settings in operating system layer
  • Analysis and recommendation of virtualization layer settings (VMware or Hyper-V)
  • Shell scripts creation for basic maintenance tasks
  • Operating System User Management
  • Planning Task or batch processes executions
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