IT Technology Services Specialist

Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

What you'll do

As a Customer Service Request Owner, you ensure the delivery of robust, downtime optimized, and highly automated lifecycle management activities within ECS. You will take end to end ownership of customer service request fulfillment in the domain of IT Cloud Network Infrastructure 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.Following activities are part of the role as Customer Service Request Owner in Cloud Network Infrastructure Area:Optimize and stabilize the delivery of customer service requests in time, cost and quality in a pro-active way leveraging analytical tools and capabilitiesStructure and coordinate activities, action plans incl. requirements engineering, prioritization, and create aligned timelines for deliverablesDrive issue resolution together with the team and utilizing the expert networkManage relationship between different stakeholder groups inside and outside ECS DeliveryCreate and align test plans, support and perform testing/validation and roll-out activities.Support technology-related projects in complex environment

What you bring

Professional experience as a technical consultant in SAP cloud implementation & migration projects or as technical project lead with customer interactionBest practices experience in Cloud Network Infrastructure (OS, Storage, Network, Hardware) / SAP application / technology / Server managementSolid Networking technical background to understand cloud operations languageStrong skill set in client-facing, customer engagement & operations managementKnowledge of E2E Service Request Fulfilment, Incident, Change, Problem & Release ManagementSupports de-escalations of critical customer situations & reviews KPIExecutes and supports problem management and continuous improvementSupport tickets handling, bridging customer queries and requirements from technical operations teamKnowledge in design and structuring of integrated E2E Lifecycle Management ProceduresProject management skillsStrong OS Administration (Linux) including security patch updates, OS Upgrades, Network, Storage, Infrastructure Operations know-how ideally in multi-cloud environment would be preferredStrong analytical and problem-solving skillsWillingness and experience working in international teamsIdeally familiar with trending technologies and toolsContributes to customer Go-Lives, Release Upgrade, and maintenance activitiesKnowledge/certification in ITIL, especially Service Request ManagementProject management certification is a plusKnowledge/certification in AWS/AZURE/GCP

Strong technical hands on experience in the following areas:Routing and SwitchingLAN and WANFirewalls – Check Point, Palo alto, CiscoLoad Balancers – F5ProxyDNS, Active Directory, LDAP, RSA etcWindows, virtualization, cloud computing, and Identity managementUnderstanding of network design principles VPN, Express route, Load balancing, Network Routing etc. DR and Backup Restore Recovery principles, architecture and set upUnderstanding of Virtualization concepts and virtual system administrationCloud network infrastructures - AWS / Azure / GCP etcAzure Public Cloud:Creating and managing Resource GroupsCreating Gold Images and deploying VM's from the ImageManaging Virtual Networks and Network Security GroupsManaging Network inbound and outbound rulesManaging OS and data disks and disk expansionManaging Azure Backups and restoring from BackupsExperience on VM SnapshotsPatching Azure VM's using BigfixInstalling QRadar data gateway from Azure marketplace andintegrating with QRadarCreating and managing storage accountConfiguring Microsoft Azure Event Hub Namespace and Event hub to communicate with QRadarCreating Shared Access policy and Consumer GroupsCreating Recovery Service VaultConfiguring Vnet to Vnet peeringConfiguring VPN GatewayAmazon AWS Public Cloud:Work Experience on AWS Services IAM, EC2 Instance, AWS Lambda, EBS, S3, CloudTrail, CloudWatch, VPC, VPC-Peering, Internet Gateway, NAT gateway, NAT Instance, NACL, VPN, Transit Gateway, and System ManagerServer Hardening and Creating Gold Images as per standardsExperience in Onboarding customer AWS Account with our account using Transit GatewayExperience establishing communication with customer VPC workloadsExperience on RAM (Resource Access Manager) and Transit GatewayExperience on AWS Backups and RestorePatching EC2 Instances using SSM and IBM BigfixEnabling VPC Flows Logs to CloudWatch and S3 BucketDeploying and Managing EC2 Instances, Security Group and NACLInstalling QRadar data gateway Appliance from AWS marketplace and integrating QRadar with AWSManaging VPC and Network ACLsConfigure AWS CloudTrail and CloudWatch LogsWork experience on Transit Gateway for multiple accountsWork experience on Load Balancing & Auto scalingEngaged in AWS Designing for new projectsExperience in Data Dog integration with AWSIntegrating Trend Micro with AWSIntegrating BigFix with Customer workloadsManaging Customer workloads which are migrated from On-premises to AWSGoogle Public Cloud:Google Cloud Deploy. Design, Cloud build, Anthos clusters, Dialogflow, Storage Transfer, Cloud CDN, Traffic Director

Meet Your Team

SAP Enterprise Cloud Services (ECS) 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 ECS Delivery Productization team.#SAPECSCareers

​Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusionSAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 394390

| Work Area: Information Technology

| Expected Travel: 0 - 10%

| Career Status: Professional

| Employment Type: Regular Full Time

| Additional Locations:

#LI-Hybrid.​

---