Customer Service Request Owner

**Bring out your best**

**What you'll do**

As a Customer Service Request Owner, you ensure the delivery of robust, downtime-optimized, and highly automated lifecycle management activities within ECS. You will take end-to-end ownership of customer service request fulfillment in the Database Area considering accelerated growth (RISE with SAP). Focus of your activities will be increasing service excellence along with stabilization improvements to help Operations to reduce manual efforts and cost (lower TCO) and deliver faster services to our customers meeting their needs and expectations.

The following activities are part of the role as Customer Service Request Owner in the Database Area:

- 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

**What you bring**
- Professional experience as a technical consultant in SAP cloud implementation & migration projects or as a technical project lead with customer interaction
- 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

**Strong technical hands on experience in the following areas**:

- Database Administration skills
- MSSQL database - MSSQL 2022: Replication (Always ON, Failover cluster, Log shipping, Transactional replication)
- Database Upgrades/Updates
- Database High Availability / Disaster Recovery
- Backup & Recovery
- Database system operations know how (multi-cloud)

**Meet Your Team**

SAP Enterprise Cloud Services (ECS) is SAP’s private cloud managed services provider demonstrating accelerated growth & enabling customers start their journey with cloud.

We are searching for motivated, skilled, and value-oriented technical project leads taking over responsibility as Customer Service Request Owner with focus on driving service request improvements, technical projects to optimize service execution quality via standardization and automation to strengthen our ECS Delivery Productization team.

**#SAPECSCareers**

**Bring out your best**

**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.

**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.

Requisition ID: 394391 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.