IT Technology Services Senior Specialist

1 month ago

Pune, Maharashtra, India SAP Full time

About the Role

We are seeking a highly skilled Technical Service Manager to join our SAP Enterprise Cloud Services (ECS) team. As a trusted advisor, you will be responsible for safeguarding and optimizing customers' investments in SAP Enterprise Cloud Services.

Key Responsibilities

  • Act as the primary technical contact for ECS customers, providing guidance and support throughout their lifecycle.
  • Possess a comprehensive understanding of the customer's business, goals, and challenges to offer innovative solutions and recommendations.
  • Serve as an escalation point for technical issues related to the ECS customer landscape.
  • Identify and advocate for the delivery of value-added services from the existing ECS portfolio.
  • Collaborate with internal ECS delivery units to develop long-term account visions and executable service plans.
  • Engage in on-site customer visits for special situations and play a pivotal role in supporting customers' Intelligent Enterprise transformation as a technical consultant.

Requirements

  • Bachelor's degree or higher in Computer Science, Engineering, or Information Management.
  • Solid expertise and hands-on experience in SAP Technologies and Products (SAP certification preferred).
  • Strong customer service focus and exceptional communication skills
  • Proficient in analytical and solution-oriented thinking.
  • Excellent written, verbal communication, and presentation skills in English.
  • Proven ability to manage operational tasks, handle customer escalations, and drive process improvements.
  • Skilled in conflict resolution and adept at managing key customer relationships.
  • Proficient in articulating technical details to non-technical audiences with clarity and confidence.
  • Sound knowledge of Hyperscalers, network, and virtual technologies, including load balancers and virtual machines.
  • Ability to thrive in a high-pressure environment and consistently add value to customers and the organization.
  • Extensive experience in collaborating with cross-cultural teams, both international and virtual, to achieve seamless project delivery.

Work Experience

  • 9+ years of SAP technology (BASIS) experience in the IT industry.
  • Minimum 5 years of customer-facing experience, showcasing strong de-escalation, conflict resolution, and executive-level customer relationship management skills.
  • Exceptional project management abilities for efficient handling of customer projects and issue resolution.

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.

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.

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