Role Overview
We are seeking a SAP BASIS Consultant with Customer Engagement Management expertise who can bridge technical SAP BASIS administration with customer-facing responsibilities. The ideal candidate should have hands-on experience in SAP BASIS administration, system monitoring, performance optimization, and E2E SAP implementation, while also excelling in stakeholder management, client engagement, and service delivery leadership.
SAP BASIS Technical Responsibilities
This role requires strong technical depth in SAP BASIS and cloud platforms along with the ability to lead customer conversations, ensure high service quality, and act as the key liaison between clients and internal delivery Responsibilities :
- Manage, configure, and administer SAP BASIS landscapes including SAP S/4HANA, ECC, BW, PI/PO, Solution Manager, Fiori, and other SAP components.
- Perform system installations, migrations, upgrades, support packages, and kernel upgrades.
- Handle SAP HANA administration, backup/recovery, database tuning, and performance optimization.
- Perform system monitoring, troubleshooting, and root cause analysis for technical issues across SAP environments.
- Manage user administration, roles, profiles, and security in coordination with SAP Security teams.
- Integrate SAP systems with third-party applications and ensure high system availability (HA/DR solutions).
- Manage SAP system performance tuning, transport management, and client copies/system refreshes.
- Collaborate with cloud teams for SAP infrastructure hosting and migration on AWS Cloud.
Customer Engagement & Service Management Responsibilities
- Act as a primary point of contact for clients, ensuring clear communication and high satisfaction levels.
- Work closely with customer stakeholders to understand business requirements and translate them into technical deliverables.
- Drive customer engagement strategies, ensuring proactive communication, issue resolution, and service excellence.
- Conduct service review meetings, present performance dashboards, and suggest continuous improvements in SAP operations.
- Manage SLAs, KPIs, and service delivery compliance across SAP Basis and infrastructure services.
- Coordinate with delivery teams to ensure timely resolution of incidents, change requests, and problem management.
- Contribute to proposal preparation, presales discussions, and solution demonstrations for prospective Candidate Profile :
- Education : Bachelors degree in Computer Science, Information Technology, or related field. SAP certifications in SAP BASIS / HANA Administration are highly desirable.
- Experience : Minimum 5 years of experience in SAP BASIS administration with at least 2 years of exposure to customer engagement or service delivery management roles.
Technical Skills
- Strong expertise in SAP BASIS administration across SAP NetWeaver and S/4HANA.
- Hands-on with SAP HANA DB, Oracle DB, or MSSQL DB administration.
- Proficiency in OS platforms (Linux/Unix/Windows) and cloud-hosted SAP systems (preferably AWS, Azure, GCP).
- Experience with SAP Solution Manager (Monitoring, CHARM, EWA).
- Good knowledge of backup/recovery tools, monitoring tools, and ITIL processes.
Soft Skills
- Strong customer-facing, communication, and presentation skills.
- Ability to manage escalations, negotiate SLAs, and drive customer success.
- Problem-solving mindset with the ability to work under pressure and tight deadlines.
(ref:hirist.tech)
