IT Technology Services Specialist : EOS Operations Specialist - SMG

Enhanced Operations Service Specialist

We help the world run better. At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

The Enhanced Operation Service is part of SAP Enterprise Cloud Services Delivery organization. This is a dedicated team which will focus on leading and optimizing strategic customers' end-to-end delivery and operation model, during the customer's cloud transformation journey. We provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud infrastructures.

The Role:

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 SAP Basis, Critical Situation Handling, Project Management, with a strong technical and process background. A customer first mindset is a must.

As an Enhanced Operations Service Specialist - you are responsible for:

1. Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA's.
2. Quick responses during escalations, take proactive steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for our customer system and driving initiatives to standardize and simplify server operations.
3. Root Cause analysis for Service requests execution failures, Repetitive failures, Long running incidents, Customers and systems triggering repetitive alerts, and other issues – continuous improvement methodologies.
4. Analyse root-causes of the failures (if known) in achieving the KPIs and define a corrective action plan, with well-defined mitigation steps.
5. Coordinate and orchestrate the work between the various teams with strong collaboration with other units within and outside Enterprise Cloud Service units.
6. Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery.
7. Process improvement initiatives for daily operational activities.
8. Streamline standard operating procedures by focusing on automation enhancements.
9. Proactive Operation services for the customer and service on-demand with improvements plans to all the stakeholders involving the customer.

The Role Requirement:

• Hands-on experience in one of the areas like Basis, System Performance Management, Lifecycle events (Upgrades / Updates), SAP Project Management, Support, Escalation Management. 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.
• Application Security, Backup and recovery strategies, performance tuning, System Copies, export-import, high availability, and disaster recovery strategy.
• Experience in Problem Management, Root cause analysis methodologies.

Education and Qualifications:

• 8+ years of related professional experience.
• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
• Professional Certification of SAP BASIS, Business Object with exposure to Project Management tasks including PMP and ITIL certification.
• Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP).
• Capacity to continuously acquire new knowledge in an independent and proactive way.
• Good analytical and solution-oriented thinking.
• Very good communication and networking skills.
• Experience of safeguarding customer relationship.
• Strong customer service focus.
• Very good English language skill.