It Technology Services Senior Specialist

We help the world run betterAt 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 Whay you ll do 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 Enhanced Operations Service Senior Specialist - you are responsible for Ensuring Day to Day quality service delivery and defining tracking and achieving various ambitious service KPI and SLAs Participate in Major incident handling troubleshoot service request failures downtime extensions long running ongoing incidents for a customer 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 Root Cause analysis for Service requests failures outages performance issues continuous improvement methodologies Analyse root-causes of the failures if known in achieving the KPIS and define a corrective action plan with well-defined mitigation steps 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 Proactive Operation services for the customer and service on-demand with timely alert reduction program to all the stakeholders involving the customer What you bring 12 years of 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 export-import Experience in Problem Management Root cause analysis methodologies EDUCATION AND QUALIFICATIONS 12 years of related professional experience Bachelors degree or higher in one of the following areas Computer Science Engineering Information Technologies Management 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 Meet your Team Within the Product Engineering PE board area the mission of SAP Enterprise Cloud Services ECS organization is to pave the path for the future SAP by delivering end-to-end Managed services experience during a customers cloud transformation journey We strive to provide a spectrum of cloud deployment options for our customers with our infrastructure our partners and through public cloud infrastructures SAPECSCareersxe2x80x8bBring 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 inclusionSAPs 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 Careers sap com 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 424119 Work Area Information Technology Expected Travel 0 - 10 Career Status Professional Employment Type Regular Full Time Additional Locations LI-Hybrid