Job
Description
As an Enhanced Operations Service Specialist at SAP, you will play a key role within the SAP ECS Enhanced Operations Service (EOS) organization. Your primary 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 need to have a proven track record in SAP Basis, Critical Situation Handling, Project Management, and possess a strong technical and process background. A customer-first mindset is essential in this role. Your responsibilities will include: - Ensuring quality service delivery on a day-to-day basis and setting, tracking, and achieving ambitious service KPIs and SLAs. - Providing quick responses during escalations, taking proactive steps to prevent escalations, and driving initiatives to enhance the operation and stability of customer systems. - Conducting root cause analysis for service request execution failures and other issues, utilizing continuous improvement methodologies. - Analyzing root causes of failures in achieving KPIs, defining corrective action plans with mitigation steps, and collaborating effectively with other teams within and outside Enterprise Cloud Service units. - Introducing continuous improvement initiatives to address customer pain points and enhance service delivery, as well as process improvement initiatives for daily operational activities. - Streamlining standard operating procedures through automation enhancements and providing proactive operation services to customers with improvement plans involving all stakeholders. To be successful in this role, you should have hands-on experience in areas such as Basis, System Performance Management, Lifecycle events, SAP Project Management, Support, and Escalation Management. Knowledge of products like SAP Cloud-Connector and S4 would be advantageous. Additionally, practical knowledge of SAP technologies like SAP NetWeaver, Business Objects, SAP HANA, and SAP Sybase Adaptive Server Enterprise (ASE) is required. You should also have experience with Managed/Hosting services or SAP Private Cloud/Public Cloud Operations/Support, application security, backup and recovery strategies, performance tuning, system copies, export-import, high availability, disaster recovery strategy, and problem management/root cause analysis methodologies. Ideal candidates will hold professional certifications in SAP BASIS, Business Object, with exposure to Project Management tasks including PMP and ITIL certification. Cloud knowledge, especially experience working in Public Cloud Domains like Microsoft Azure, AWS, and GCP, is desirable. Continuous learning, analytical thinking, excellent communication, networking skills, and a strong customer service focus are essential for this role. Join the Enhanced Operation Service team at SAP, part of the SAP Enterprise Cloud Services Delivery organization, and contribute to leading and optimizing strategic customers" end-to-end delivery and operation model during their cloud transformation journey. Embrace a culture of inclusion, health, well-being, and flexible working models to ensure that everyone, regardless of background, feels included and can perform at their best. SAP is committed to creating a diverse and equitable workplace where all talents are unleashed, and everyone has the opportunity to realize their full potential.,
