Customer Service Request Owner + Automation Validation Expert

Customer Service Request Owner + Automation Validation Expert

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

As Customer Service Request Owner + Automation Validation Expert, you ensure the delivery of robust, downtime optimized, and highly automated lifecycle management activities within SAP Global Cloud Operations. You will take end to end ownership of customer service request fulfillment in Database area considering accelerated growth (RISE with SAP). Focus of your activities will be increasing service excellence along with stabilization improvements to help Operations to reduce manual efforts and cost (lower TCO) and deliver faster services to our customers meeting their needs and expectations. The end to end automation validation criteria and validation should be made successful.

Following activities are part of the role as Customer Service Request Owner in Database Area:

• Design lifecycle management operation services, automation solutions, and technical concepts using industry-standard tools and processes.
• Drive technology discussions and champion innovative approaches to service delivery.
• Proactively optimize and stabilize customer service request delivery in terms of time, cost, and quality.
• Leverage analytical tools and capabilities to identify improvement opportunities and measure outcomes.
• Create and align comprehensive test plans with stakeholders.
• Support and perform testing, validation, and roll-out activities to ensure service quality and reliability.
• Structure and coordinate cross-functional activities, action plans, lead requirements engineering, prioritization, and timelines creation for deliverables.
• Understanding and testing automation, optimizing processes and analyze/solve automation issues.
• Drive issue resolution together with the team and utilizing the expert network.
• Manage relationship between different stakeholder groups inside and outside of SAP GCO.
• Support and contribute to technology-related projects in complex, multi-tenant environments.

What you bring:

• 10-12+ years of professional experience as a technical consultant in SAP cloud implementation & migration projects.
• In-depth knowledge of working with HANA and ASE databases.
• Experience in AI solutions and implementation would be an added advantage.
• Best practices experience in Databases (SAP Hana, ASE & Other Databases) / SAP application / technology / solution (S/4HANA, BW, Netweaver).
• Expert knowledge in Installation/Upgrades/System Copy/System Refresh of SAP Solutions (both ABAP and non-ABAP).
• Strong Database Administration (SAP HANA) including Upgrades, HA/DR configurations, Replication and failover scenarios, Backup & Recovery strategies, System Operations and performance optimization and knowledge of SAP multi-cloud strategies.
• Knowledge in design and structuring of integrated E2E Lifecycle Management Procedures for automation.
• Support and perform testing/validation including issue recording and handling.
• Support error pattern analysis
• Added advantage for knowledge in SAP ECS internal tools and processes.
• Analyze technical requirements, drive these topics to resolution.
• Ability to explore, deliver, and operationalize AI-enabled automation outcomes to optimize day-to-day operational challenges and tasks.
• Strong project management skills.
• Understanding of Agile methodologies (SCRUM) and proficiency with collaboration tools such as Jira is beneficial.
• Experience working in Agile/DevOps environments to support continuous improvement and iterative service delivery.
• Willingness and experience working in global teams.
• Aware of trending technologies and tools in cloud operations and automation.

SAP Global Cloud Operations (GCO) is SAP's private cloud managed services provider demonstrating accelerated growth & enabling customers start their journey with cloud. We are searching for motivated, skilled, and value-oriented technical project leads taking over responsibility as Customer Service Request Owner with focus on driving service request improvements, technical projects to optimize service execution quality via standardization and automation to strengthen our Cloud Landscape Engineering – Agentic Delivery Backbone team.