Customer Service Request Owner
1 week ago
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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