IT Business Services Principalconsultant

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At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

**About the Team**:
The Enhanced Operation Service is part of SAP Enterprise Cloud Services Delivery organization. This is a dedicated team which will focus on leading and optimizing strategic customers’ end-to-end delivery and operation model, during the customer’s cloud transformation journey. We provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud infrastructures.

Enhanced Operations Service Execution Specialist plays a pivotal role within the SAP ECS - Enhanced Operations Service (EOS) organization, serving as a trusted advisor responsible for safeguarding and optimizing strategic customers' investments in SAP Enterprise Cloud Services.

**The Role**:
We are looking for an experienced SAP technology professional expert for the Enhanced Operations Service (EOS) team who should have a proven track record in at least in one of the areas like SAP Basis, HANA DB, Server management, Critical Situation Handling, Project Management, with a strong technical and process background. A customer first mindset is a must.

As an EOS Service Execution Specialist - you are responsible for:

- Ensure the execution of planned changes requested by customers are completed as per the activity schedule, tracking, and achieving various ambitious service KPI and SLA’s.
- Immediate execution of customer service request which are critical during special phases of the customer life cycle.
- Quick responses during escalations, ensure no service requests are impacted in the delivery phase, identifying and driving initiatives to improve the customer operations.
- Analyse customer feedback on the service request execution quality and bring about changes in a more structured and time bound manner.
- Drive feedback relevant to procedure and process with relevant teams and drive it to completion.
- Coordinate and orchestrate the work between the various teams with Strong collaboration with other units within and outside Enterprise Cloud Service units.
- Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery
- Process improvement initiatives for daily operational activities
- Streamline standard operating procedures by focussing on automation enhancements.

**Role Requirements**:

- Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
- 15+ years of work experience as a Technical SAP NetWeaver Consultant (ABAP and Java Basis Administration)
- Hands-on experience with Business Objects Products (BOBI, BODS etc.)
- Hands-on experience in UNIX/Linux OS, HANA and Sybase ASE Database relevant.
- Working knowledge of Network and Storage.
- Excellent hands-on experience in one of the areas like Basis, Lifecycle events (Upgrades / Updates). SAP Project Management, Support Knowledge of products like SAP Cloud-Connector, S4 would be essential.
- Excellent hands-on experience with SAP technologies like SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE)
- Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support is an added advantage.
- Hands-on experience with working on System Copies, DB export-import, and disaster recovery strategy, Client administration, Application upgrades and migrations is essential.
- Experience in working with Linux pacemaker environment is required.
- Hands-on experience with the following products is preferred: Content Server, Convergent Charging, MDM, GK Software, OpenText, SAP Cloud Connector, TOMCAT, IDM, SCM Optimizer, SAP Mobile Platform, TREX, Business Connector
- Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP) is preferred.
- Experience working in an international environment, being able to work effectively with international and virtual teams.
- Capable in technical documentation and creation of knowledge-based assets (KBAs)
- Ability to continuously acquire new knowledge proactively and independently.
- Analytical and solution-oriented thinking
- Experience in working with ITIL framework, certification.
- Strong customer service focus with Customer first Mindset

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