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IT Technology Services Specialist
4 months ago
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.
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 domain of IT Cloud Network Infrastructure 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.
Following activities are part of the role as Customer Service Request Owner in Cloud Network Infrastructure Area:
• Optimize and stabilize the delivery of customer service requests in time, cost and quality in a pro-active way leveraging analytical tools and capabilities
• Structure and coordinate activities, 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 relationship 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 complex environment
What you bring
• Professional experience as a technical consultant in SAP cloud implementation & migration projects or as technical project lead with customer interaction
• Best practices experience in Cloud Network Infrastructure (OS, Storage, Network, Hardware) / SAP application / technology / Server management
• Solid Networking technical background to understand cloud operations language
• Strong skill set in client-facing, customer engagement & operations management
• 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 in design and structuring of integrated E2E Lifecycle Management Procedures
• Project management skills
• Strong OS Administration (Linux) including security patch updates, OS Upgrades, Network, Storage, Infrastructure Operations know-how ideally in multi-cloud environment would be preferred
• Strong analytical and problem-solving skills
• Willingness and experience working in international teams
• Ideally familiar with trending technologies and tools
• Contributes to customer Go-Lives, Release Upgrade, and maintenance activities
• Knowledge/certification in ITIL, especially Service Request Management
• Project management certification is a plus
• Knowledge/certification in AWS/AZURE/GCP
Strong technical hands on experience in the following areas:
• Routing and Switching
• LAN and WAN
• Firewalls – Check Point, Palo alto, Cisco
• Load Balancers – F5
• Proxy
• DNS, Active Directory, LDAP, RSA etc
• Windows, virtualization, cloud computing, and Identity management
• Understanding of network design principles VPN, Express route, Load balancing, Network Routing etc. DR and Backup Restore Recovery principles, architecture and set up
• Understanding of Virtualization concepts and virtual system administration
• Cloud network infrastructures - AWS / Azure / GCP etc
Azure Public Cloud:
• Creating and managing Resource Groups
• Creating Gold Images and deploying VM's from the Image
• Managing Virtual Networks and Network Security Groups
• Managing Network inbound and outbound rules
• Managing OS and data disks and disk expansion
• Managing Azure Backups and restoring from Backups
• Experience on VM Snapshots
• Patching Azure VM's using Bigfix
• Installing QRadar data gateway from Azure marketplace and
• integrating with QRadar
• Creating and managing storage account
• Configuring Microsoft Azure Event Hub Namespace and Event hub to communicate with QRadar
• Creating Shared Access policy and Consumer Groups
• Creating Recovery Service Vault
• Configuring Vnet to Vnet peering
• Configuring VPN Gateway
Amazon AWS Public Cloud:
• Work Experience on AWS Services IAM, EC2 Instance, AWS Lambda, EBS, S3, CloudTrail, CloudWatch, VPC, VPC-Peering, Internet Gateway, NAT gateway, NAT Instance, NACL, VPN, Transit Gateway, and System Manager
• Server Hardening and Creating Gold Images as per standards
• Experience in Onboarding customer AWS Account with our account using Transit Gateway
• Experience establishing communication with customer VPC workloads
• Experience on RAM (Resource Access Manager) and Transit Gateway
• Experience on AWS Backups and Restore
• Patching EC2 Instances using SSM and IBM Bigfix
• Enabling VPC Flows Logs to CloudWatch and S3 Bucket
• Deploying and Managing EC2 Instances, Security Group and NACL
• Installing QRadar data gateway Appliance from AWS marketplace and integrating QRadar with AWS
• Managing VPC and Network ACLs
• Configure AWS CloudTrail and CloudWatch Logs
• Work experience on Transit Gateway for multiple accounts
• Work experience on Load Balancing & Auto scaling
• Engaged in AWS Designing for new projects
• Experience in Data Dog integration with AWS
• Integrating Trend Micro with AWS
• Integrating BigFix with Customer workloads
• Managing Customer workloads which are migrated from On-premises to AWS
Google Public Cloud:
Google Cloud Deploy. Design, Cloud build, Anthos clusters, Dialogflow, Storage Transfer, Cloud CDN, Traffic Director
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
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.
