Customer Service Request Specialist

3 weeks ago

Bengaluru, Karnataka, India SAP Full time

About the Role

SAP Enterprise Cloud Services (ECS) is seeking a highly skilled Customer Service Request Owner to join our team. As a key member of our ECS Delivery Productization team, you will be responsible for driving service request improvements and technical projects to optimize service execution quality via standardization and automation.

Key Responsibilities

  • 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)

About SAP

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.

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