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Summary & Role Information:
At SAP ECS MEE level we need to provide the right level of service for our biggest customers and it has been decided to extend the LCO team within ECS. The team will provide an E2E service, working dedicated for our large customers and operating the entire SAP landscapes including several of the largest HANA-based systems (e.g. 2x24TB ERP scale-out).
In your new role, you will work as L3/L4 support and in case of major incidents will support the fast restore of services. In addition, we will focus on proactive aspects to optimize and prevent harm from our environments. To achieve this a deep technical understanding of technologies and operation is required.
Key responsibilities and tasks:
· Ensure high availability of customer service by supporting service restoration in critical situation and provide L3/L4 level support
· Deep dive on issues, supporting delivery teams to perform and drive root cause analysis to completion
· Analyze current landscape setups and come up with proposals for improvement
· Collaborate with different teams from within the HEC organization and outside to ensure excellent customer satisfaction
· Ability to own, lead and coordinate operational tasks, customer escalations, process improvements.
· Mentor and Guide junior members of the team
Role Requirements:
· 6-10 years of experience as SAP Basis consultant / System Database Administrator or in a similar role
· Bachelor’s or master’s degree Student in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems
· Strong customer service focus, paired with analytical and solution-oriented thinking
· Knowledge of either the ABAP stack or non-ABAP stacks with excellent understanding of IT operations
· Knowledge on HANA and the underlying infrastructure is beneficial
· Good know-how on SAP Technologies, Products and cross dependencies like integration and communication.
· Ability to work in international teams and under pressure, constantly adding value to customer and within organization
· Excellent written, verbal communication and presentation skills to effectively communicate and escalate Issues.
. Shift Timing - 2 pm to 10 pm.
Personal Skills
· Experience in communication with customers and managing expectations
· Strong customer focus and service minded
· Strong communication and networking skills
· Good analytical and solution-oriented thinking
· Good team player and ability to work effectively in international and virtual teams
· Continually develop SAP solution core skills and business knowledge based on accumulated experience.
· Able to provide knowledge transfer from certain technology areas
· Proactive in learning and highly self-motivated
· Proficiency in written and spoken English
About the team:
Enterprise Cloud Services (ECS) is part of the Product Engineering board area and consists of SAP HANA Enterprise Cloud (HEC) and Cloud Application Services (CAS). As private cloud managed services provider, HEC Delivery is offering a key aspect in the intelligent business transformation journey of our customers and by joining forces with CAS, we enter a new era of end-to-end service experience for our customers
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: 400865 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.