Customer Service Request Owner

1 week ago


Bengaluru, Karnataka, India SAP Full time

Job Summary

SAP is seeking a skilled Customer Service Request Owner to drive service request improvements and optimize service execution quality via standardization and automation in our ECS Delivery Productization team.

Key Responsibilities

  • Take end-to-end ownership of customer service request fulfillment in the Database Area considering accelerated growth (RISE with SAP).
  • Optimize and stabilize the delivery of customer service requests in time, cost, and quality in a proactive way leveraging analytical tools and capabilities.
  • Structure and coordinate activities, and action plans incl. requirements engineering, prioritization, and create aligned timelines for deliverables.
  • Drive issue resolution together with the team and utilizing the expert network.
  • Manage relationships between different stakeholder groups inside and outside ECS Delivery.
  • Create and align test plans, support and perform testing/validation and roll-out activities.
  • Support technology-related projects in a complex environment.

Requirements

  • Professional experience as a technical consultant in SAP cloud implementation & migration projects or as a technical project lead with customer interaction.
  • Best practices experience in Databases (MSSQL & SAP HANA) / SAP application/technology/solution (SAP Netweaver, SAP ECC & others).
  • Preferable database administration skills in MSSQL (primarily) and SAP HANA/SAP ASE ideally in a multi-cloud environment.
  • Project management skills. Project management certification is a plus.
  • Knowledge of E2E Service Request Fulfilment, Incident, Change, Problem & Release Management.
  • Supports de-escalations of critical customer situations & reviews KPI.
  • Executes and supports problem management and continuous improvement.
  • Support tickets handling, bridging customer queries and requirements from technical operations team.
  • Knowledge/certification in ITIL, especially Service Request Management.
  • Knowledge in design and structuring of integrated E2E Lifecycle Management Procedures.
  • Strong skill set in client-facing, customer engagement & operations management.
  • Contributes to customer Go-Lives, Release Upgrade and maintenance activities.
  • Strong analytical and problem-solving skills.
  • Willingness and experience working in international teams.
  • Ideally familiar with trending technologies and tools.

Technical Requirements

  • Database Administration skills
  • MSSQL database - MSSQL 2022: Replication (Always ON, Failover cluster, Log shipping, Transactional replication)
  • Additional Preference of knowledge and work experience in SAP HANA / SAP ASE databases, SAP applications like SAP Netweaver, SAP ECC & others
  • Database Upgrades/Updates
  • Database High Availability / Disaster Recovery
  • Backup & Recovery
  • Database system operations know how (multi-cloud)


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