SQL Support

**Job Information**:
Industry

**IT Services**
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Province

**Karnataka**
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City

**Bangalore North**
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Postal Code

**560001**
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Country

**India**

**Support Engineer for Backend Services - SQL**

IT Client Services - Client Technology Workplace (CTW)

**ABOUT SAP**

**PURPOSE AND OBJECTIVES**

IT Services - Client Technology Workplace (CTW) is the global provider of client workspace related technologies such as WTS/VDI, OS/SW deployment and Client Management and protection services. We deliver services both to SAP internally as well as for external SAP partners, vendors and customers. We ensure the rock-solid operations for the services in scope across the globe following the sun, through a combination of managed service and internal experts.

The backend services team is responsible for providing backend support to IT operations and monitoring of all CTW services to all SAP employees on a 24/7 basis. The support includes activities like Server Imaging, Patching, Virtualization, Operating System Support and Monitoring, SQL administration.

**SQL Team** - is responsible for supporting the MS SQL infrastructure for various use cases within SAP IT CTW / IT IS. The SQL team supports more than 200+ productive SQL DBs in three regions holding 1.3 TB.

As an **SQL Engineer** you will be part of the IT CTW Backend Support Operations team, providing SQL support on 16x5 basis during business hours and on-call support during off-business hours.

**EXPECTATIONS AND TASKS**

**Technical Tasks**
- Responsible for identifying, recording, registering and performing the correct troubleshooting of tickets as mentioned in the service catalog for SQL service.
- SQL administration tasks
- Provide escalated support for SQL CTW services on CTW servers
- Provide escalated support for the SQL servers of the SCOM and SCCM teams.
- Provide support to the Citrix team for SQL related activities.
- Administer, backup, recover hosted instances
- Advise, provide performance checks and escalated support about performance tasks to SAP SMEs.
- Provide support to the SCCM team for creating reports based on SQL.
- Handle all tickets escalated by Field IT or Service Desk or forwarded from other service teams.

**Process Expectations
- Follow agreed processes and procedures for ticket resolution.
- Have a pro-active approach to identify, co-ordinate and resolve tickets
- Be a team player and interact/help team members/cross functional teams to achieve faster issue resolution
- Follow/improve SLA resolution timings.
- Adhere to incident, problem and change management processes.
- Participate in team meetings as per the agreed governance model.
- Engage SAP CTW experts, if required as per service catalog RACI. Work to reduce the ticket assignment to Experts group
- Participate and contribute in continual service initiatives/improvements.
- Assist operation line manager in meeting program objectives.
- Contribute to create and update the knowledge articles. Update documents and share them with the operation line manager for review and approval.
- Keep updated on new technologies and request training if needed.
- Communicate with identified users appropriately via all approved media.
- Adhere to shift timings and complete the assigned tasks
- Hand-off pending issues/tasks to in-coming shift with all details, as per the defined process
- Act as a backup resource, as/when needed.

**EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES**
- University degree or equivalent work experience
- Expert knowledge of:

- Installation, configuration and troubleshooting of current and previous MS SQL server versions/editions dating back to 2008R2
- SQL server maintenance tasks
- SQL server high availability / disaster recovery solutions especially SQL Cluster and Always On
- SQL server backup strategies and recovery of instances and databases
- Performance tuning/optimisation of SQL server
- Data encryption
- Good knowledge of:

- SQL server monitoring concepts
- Data protection (GDPR/SOX etc. concepts)
- Security, secure SQL server access and user/role assignment
- Secure SQL networking
- T-SQL\PowerShell
- Cloud concepts - optional (e.g. Azure\AWS\GCP)
- Hands on experience in:

- Upgrading and updating SQL server
- Log shipping, mirroring, replication techniques
- SCOM operations
- Windows OS administration - optional
- Virtualisation technology (VMware/Citrix) - optional
- SSIS/SSRS administration - optional
- Ability to plan and execute patch plan for SQL server
- Open to work in 16x5 support shifts and on-call support during off-business hours and weekends
- Experience with ITIL processes especially incident, change and problem management
- Need to be independent and coordinate with various teams for the daily operations, plan and execute scheduled activities.
- Possesses SQL Server Microsoft certification at associate or expert level
- Willingness to learn new skills and technologies.
- Ability to think independently and have ability to fin