North America Regional Delivery Expert

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. 

What you'll do:

The Senior SAP BASIS Engineer plays a pivotal role within the SAP ECS – Regional Delivery expert, serving as a trusted advisor responsible for safeguarding and optimizing strategic customers' investments in SAP Enterprise Cloud Services. We are looking for an experienced SAP technology professional expert for the regional delivery expert team who should have a proven track record in Administration in SAP ABAP and SAP products and Critical Situation Handling with a strong technical and process background Also having customer first mindset.

As Regional delivery Expert - you are responsible for:

• Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA's.
• Quick responses during escalations, take proactive steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for our customer system and Driving initiatives to standardize and simplify operations. 
• Perform comprehensive performance assessments for the critical customer.
• Oversee performance testing, benchmarking for new IT stack (HANA + OS) to find performance issue before sign-off for production implementation using data-driven approach.
• Collaborate with ECS Service Engineering, Client Delivery Management, EOS Operations, Technical operation and Customer to optimize system configurations and landscape stability
• Proactive Monitor production system performance, help team to proactively identify issues, and provide recommendations to maintain optimal performance levels.
• Root Cause analysis for Service requests failures/outages, performance issues – continuous improvement methodologies 
• Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery  
• Streamline standard operating procedures by focusing on automation enhancements. 
• Proactive Operation services for the customer and service on-demand with timely alert reduction program to all the stakeholders involving the customer.
• Run the hyper care support for the critical customers

What you bring:

• Hands-on experience in one of the areas like SAP System Administration,Basic System Performance Management, Lifecycle events (Upgrades / Updates/Migration), SAP Project Management, Support, Escalation Management
• Practical knowledge 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.
• Experience in Service Management like Service request, Incident Management
• Experience in Problem Management, Root cause analysis methodologies 

 Education and Qualifications

• 10+ years of Technical Operations in ABAP/JAVA/HANA/DB2/
• Bachelor's degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
• Professional Certification of SAP BASIS, Business Object with exposure to Project Management tasks including PMP and ITIL certification.
• Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP)
• Capacity to continuously acquire new knowledge in an independent and proactive way.
• Good analytical and solution-oriented thinking
• Very good communication and networking skills
• Experience of safeguarding customer relationships.
• Strong customer service focu

Meet your team:

RISE with SAP brings together the solutions and services our customers need for a true business transformation, in one package, in the way that works best for them. We know that transformation is a journey, not a destination, so RISE with SAP allows customers to change not only once, but to continually transform – with SAP alongside them during every step of the way.

RISE with SAP S/4HANA Cloud, Private Edition is one of the key deployment options for our customers cloud transformation. It provides a comprehensive cloud infrastructure and managed service offerings to our customers as an essential part of the overall Cloud Strategy of SAP. This enables customers to safeguard their existing SAP ERP investment, while benefiting from a new level of flexibility – tailoring the software to meet their specific needs, retaining company-specific configurations and customizations of their SAP ERP system, and accessing the latest capabilities that give their company a competitive advantage.

Under RISE with SAP, SAP allows customers to run their SAP S/4 HANA and other SAP applications in a managed private cloud environment either in SAP's own datacenters, IaaS Hyperscale's, SAP Premium Suppliers or in customers' own existing datacenters. SAP has established strategic partnerships with the major cloud infrastructure providers, including Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP), to offer customers maximum choice for their SAP private cloud deployment.

Within the Customer Services & Delivery (CS&D) Board area, the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP's private cloud offering. 

The Regional delivery Expert s part of SAP Enterprise Cloud Services Delivery organization. This is a dedicated team which will focus on supporting delivery of North America region customers, 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

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Bring out your best
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.  

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 world.

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Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity,  gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

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Please note that any violation of these guidelines may result in disqualification from the hiring process.

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