Job
Description
Enhanced Operations Service Specialist plays a pivotal role within the SAP ECS - Enhanced Operations Service (EOS) organization, serving as a trusted advisor responsible for safeguarding and optimizing strategic customers investments in SAP Enterprise Cloud Services. We are looking for an experienced SAP technology professional expert for the Enhanced Operations Service (EOS) team who should have a proven track record in at least in one of the areas like SAP Basis, HANA DB, Server management, Critical Situation Handling, Project Management, with a strong technical and process background. A customer first mindset is a must. As an EOS Execution Service Specialist - you are responsible for: Ensure the execution of planned changes requested by customers are completed as per the activity schedule, tracking, and achieving various ambitious service KPI and SLA s. Immediate execution of customer service request which are critical during special phases of the customer life cycle. Quick responses during escalations, ensure no service requests are impacted in the delivery phase, identifying and driving initiatives to improve the customer operations. Analyse customer feedback on the service request execution quality and bring about changes in a more structured and time bound manner. Drive feedback relevant to procedure and process with relevant teams and drive it to completion. Coordinate and orchestrate the work between the various teams with Strong collaboration with other units within and outside Enterprise Cloud Service units. Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery Process improvement initiatives for daily operational activities Streamline standard operating procedures by focussing on automation enhancements. Role Requirements: Excellent hands-on experience in one of the areas like SAP Basis, Lifecycle events (Upgrades / Updates). Support Knowledge of products like SAP Cloud-Connector, S4 would be an added advantage. Practical knowledge with SAP technologies like SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE) Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support is preferred. Working knowledge on SAP Application Security, System Copies, DB export-import, and disaster recovery strategy, client administration is preferred. Experience in working with Linux pacemaker environment is added advantage. The Role: bachelors degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management. 5 to 6 years of work experience as a Technical SAP NetWeaver Consultant (ABAP and Java Basis Administration) Working knowledge of Business Object Products (BOBI, BODS etc) Working knowledge in UNIX/Linux environment, HANA DB and Sybase ASE databases. Basic knowledge of Network and Storage Basic knowledge of one or more of the following products are preferred: Content Server, Convergent Charging, MDM, GK Software, OpenText, SAP Cloud Connector, TOMCAT, IDM, SCM Optimizer, SAP Mobile Platform, TREX, Business Connector Cloud knowledge (eg, experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP) Experience working in an international environment, being able to work effectively with international and virtual teams. Capable in technical documentation and creation of knowledge-based assets (KBAs) Ability to continuously acquire new knowledge proactively and independently. Analytical and solution-oriented thinking Exposure to the ITIL framework would be beneficial. Strong customer service focus with customer first Mindset.
