Job
Description
Role Overview: As an Enhanced Operations Service Specialist at SAP, you will play a crucial role within the Enhanced Operations Service (EOS) organization. Your main responsibility will be to serve as a trusted advisor, ensuring the safeguarding and optimization of strategic customers" investments in SAP Enterprise Cloud Services. You will be part of a highly collaborative and caring team environment that values learning and development, individual contributions recognition, and offers a variety of benefit options. Key Responsibilities: - Ensure day-to-day quality service delivery and achieve ambitious service KPIs and SLAs - Provide quick responses during escalations, proactively avoid escalations, and drive initiatives to enhance operation and stability for customer systems - Conduct root cause analysis for service request execution failures and other issues, implementing continuous improvement methodologies - Collaborate with various teams to coordinate work effectively and drive continuous improvement initiatives to address customer pain points - Lead process improvement initiatives for daily operational activities, focusing on automation enhancements and proactive operation services for customers - Streamline standard operating procedures and drive initiatives to simplify server operations - Bring in continuous improvement initiatives to enhance service delivery and involve stakeholders in improvement plans Qualifications Required: - 10+ years of related professional experience - Bachelor's degree or higher in Computer Science, Engineering, or Information Technologies Management - Hands-on experience in SAP Basis, System Performance Management, SAP Project Management, Support, Escalation Management, with knowledge of products like SAP Cloud-Connector and S4 - Practical knowledge of SAP technologies such as SAP NetWeaver, Business Objects, SAP HANA, and SAP Sybase Adaptive Server Enterprise (ASE) - Experience with Managed/Hosting services, SAP Private Cloud, or Public Cloud Operations/Support - Proficient in application security, backup and recovery strategies, performance tuning, system copies, high availability, disaster recovery strategy, and export-import - Professional certifications in SAP BASIS, Business Object, PMP, and ITIL - Cloud knowledge, including experience in public cloud domains like Microsoft Azure, AWS, and GCP - Capacity to continuously acquire new knowledge independently - Strong analytical, solution-oriented thinking, communication, networking skills, and a customer service focus Company Details: SAP is a global leader in business application software and services, helping hundreds of thousands of customers worldwide work more efficiently and effectively. With a purpose-driven and future-focused approach, SAP values inclusion, health, well-being, and flexible working models to ensure that every employee can thrive. As an equal opportunity workplace, SAP believes in unleashing all talents and creating a better and more equitable world. #SAPECSCareer,
