Senior Service Execution Specialist

Job Description

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.

About Team:

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:

- Bachelor's 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 (e.g., 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.

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Bring out your best

SAP 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 inclusion

SAP'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: [Confidential Information]
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the . 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: 425752 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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