Job Description
We help the world run better
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
PURPOSE AND OBJECTIVES
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
Within the CS&D board area, the mission of ECS Delivery organization is to fully utilize the value of SAP’s integrated portfolio, while managing cloud operations and customer support (including SAP and partner-led engagements). We strive to provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud infrastructures. With a clear priority to drive the architecture and provision of a clean core, CS&D enables customers to adopt SAP’s innovation tailored to their specific business processes and data.
The SWAT team will focus on de-escalation or escalation avoidance for ECS customers with the focus on “Go Green” plans. SWAT team will have various technical experts who would collaborate with various SAP stakeholder and customers to drive de-escalation.
To increase our delivery strength in the region, ECS delivery organization is looking for Experts to be part of the SWAT team who are fair knowledge in any of the given technologies SAP Basis, Database, Server management with prior experience of customer facing. THE ROLE
We are looking for an IT Project Senior Consultant for the ECS Regional Delivery Asia Pacific Japan (APJ) team who will report to the Regional Delivery Head. You will be responsible to drive continuous improvement to increase operation, availability, and efficiency. Global thinking and a strong customer focus are essential. In this role you are expected to drive critical topics related to escalation handling, Incident Management, Problem Management, Service request, build, migration, go-live, High Availability, Disaster Recovery, Backup & Restore and additional assistance with Server Management topics.
As a team, we own the regional delivery governance for Service Operations Management. Through our well-defined operational dashboards, reports, and internal as well as external feedback channels we identify patterns, problematic areas, and trends that require intervention and holistic improvement measures to provide a reliable service. From time to time there is a need to lead the team of experts during critical situations or customer escalation when standard factory process has limitations or there is a need for special attention from the region.
Customer is at the centre of our daily workload management and we structure this workload in Operational, Tactical, and Strategic towers.
Operational workload can be further categorized into (a) Proactive and (b) Reactive
Proactive: As a core team member, you work closely with a customer-facing team from selected customers in the APJ region for a limited period. Based on the customer journey and assessment of the situation you will define and own a fit-4-purpose engagement model to maximize customer value by leveraging available assets and resources to minimize operational risks and ensure a stable service. Reactive: You shall be playing a catalyst role to bring the situation into business as usual (Red-to-Green) with your experience, structured thinking, teamwork, and customer empathy with involvement in the following areas:
Demand-based engagement in critical situation management e.g. Major outages, War room cases, and maintenance issues like disaster Recovery / Backup & Restore.
Service Entitlement fulfilment issues e.g. Delays, Complex request
Hypercare for specific customer case
At a tactical level, you will have an opportunity to work in the Continuous Improvement initiatives and address customer pain points and value leaks in the APJ region to further improve ECS service. APJ being house to some of SAP´s lighthouse customers there are ample of opportunities to work in strategic initiatives like PoC / pathfinder projects, new service development, and co-innovation projects. EXPECTATIONS AND TASKS
Drive continuous improvement in the area of ECS architecture, ECS delivery and tools enhancement.
Inter-department collaboration on various topics
Strong analytical and systematic problem-solving skills, including impact assessment.
Drive Global or Regional initiatives, identify process inefficiencies and work on change management
Experience in project management, change management & Process definition
Identifying and mitigating potential issues/risks that may arise during the project's lifecycle.
To work with leadership team to agree on strategic priorities, setup improvement projects and work with teams to enhance process efficiency, elevate quality standards, and accelerate operations.
Regional SWAT team will engage with Delivery team, CDM and TSM to de-escalate a customer situation.
Able to handle all level of escalation along with creation and driving of Get to green plan for an issue or customer.
SKILLS AND COMPETENCIES
Hands-on experience in Project Management, Support, Escalation Management, Process Improvement, Change Management
Knowledge of Service delivery, Operations, ITIL/ITSM processes, Solution design
Good understanding of around database and filesystem replication and preparation of network routing.
Experience in processes like INC Mngt, SR Mngt, Problem Management, Root Cause Analysis.
Strong Customer Service Focus
Experience in supporting Team Governance, Governance around global initiative is added advantage
Organize / Structure day2day Operations & Documentation
EDUCATION AND QUALIFICATIONS
8 to 10 years of related professional experience
Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
IT Project Management (e.g., experience of defining process, change management, running collaborative initiatives...)
LOCATION
Bangalore, India
EXPECTED TRAVEL
Expected travel requirement is 10%
#ITT3 Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world. SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 410884 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
