Coupa Production Support

Title: Coupa Production Support

Location: 100% Remote

Duration: 6+ months contract

Production Support Scope for Coupa:

Following activities are considered as a part of the scope of ‘Coupa .’ Production Support.

• Provide production support for Coupa . modules including all the existing Customizations. Please refer Appendix A below for scope clarification by track and for modules and Integrations.
• Resolve all incident tickets (interruption of implemented . solution) under the scope of modules / tracks, Service Request logged in Service-Now system for Coupa . production instance.
• Work with Coupa Corporation for any service request to resolve product related issues for incidents on production environment.
• Emergency Break-Fix requiring Code Change by following Change Management process and Production Support Team dedicated Technical Lead will coordinate the Code change to be done by involving ‘Development Team’ which is not part of this SOW ‘Production Support Team’.
• Coordinate with DBA team for migration/ execution of the fixes (patches, data fix scripts and configuration changes) to production environment as suggested by Coupa Corporation as a part of service request.
• Help in performing Standard Sanity testing process for Coupa . Production Instances as required for events like Data center outage for Application Server Restart etc.
• Engage in the transition of Coupa . implementation / upgrade / new functional deployment programs from Project implementation team to support team. Sessions would be planned according to the Support Team’s bandwidth
• All the knowledge Transition to follow Supplier Steady State Transition methodology which mandates the sign off on Exit Criterion before starting the Steady State Support.
• Proactive Monitoring of ‘Transaction Interface’ required for month end closure is part of scope.
• The Triage Team will actively monitor incoming calls created in ServiceNow and convert them into appropriate tickets based on the nature and details of the reported issue.

Support Processes:

Supplier Support team will follow Support Processes which are already established as well as they will implement the Best Practices and Processes of Managed Service for Production Support. The key Support Processes are:

• Use of Incidents Management, Service Request (SR-Task) Management of Service-Now
• Incident / SR Acknowledgment & Response Process within agreed ‘Response SLA’
• Incident / SR Analysis & Resolution Process within agreed ‘Resolution SLA’
• Incidents Reminder Process to avoid Aging of the tickets
• Incidents Aging control Process
• Incidents Knowledge Management Process
• Use of Problem Management and Root Cause Analysis for repetitive Issues as well as any major / critical issue causing business impact
• Use Service Now Dashboard and work Closely with ‘Production Support Manager’ for review, monitor, control and improve on all the Support Metrics.
• Achieve all the agreed Support Performance measures and metrics for Production Support
• Use the established ‘Critical Event Communication’ Global Broadcast process for IT Major Incident to cover the resolution and escalation management