Customer Service Request owner + Automation validation expert

Job Description

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 :

As Customer Service Request owner + Automation validation expert, you ensure the delivery of robust, downtime optimized, and highly automated lifecycle management activities within SAP Global Cloud Operations. You will take end to end ownership of customer service request fulfilment in 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 end to end automation validation criteria and validation should be made successful. Following activities are part of the role as Customer Service Request Owner in Database Area:

• Design lifecycle management operation services, automation solutions, and technical concepts using industry-standard tools and processes. Drive technology discussions and champion innovative approaches to service delivery.
• Proactively optimize and stabilize customer service request delivery in terms of time, cost, and quality. Leverage analytical tools and capabilities to identify improvement opportunities and measure outcomes.
• Create and align comprehensive test plans with stakeholders. Support and perform testing, validation, and roll-out activities to ensure service quality and reliability.
• Structure and coordinate cross-functional activities, action plans, lead requirements engineering, prioritization, and timelines creation for deliverables.
• Understanding and testing automation, optimizing processes and analyze/solve automation issues.
• Drive issue resolution together with the team and utilizing the expert network.
• Manage relationship between different stakeholder groups inside and outside of SAP GCO.
• Support and contribute to technology-related projects in complex, multi-tenant environments

WHAT YOU BRING :

• 10-12+ years of Professional experience as a technical consultant in SAP cloud implementation & migration projects
• In-depth knowledge of working with HANA and ASE databases.
• Experience in AI solutions and implementation would be an added advantage.
• Best practices experience in Databases (SAP Hana, ASE & Other Databases) / SAP application / technology / solution (S/4HANA, BW, Netweaver).
• Expert knowledge in Installation/Upgrades/System Copy/System Refresh of SAP Solutions (both ABAP and non-ABAP).
• Strong Database Administration (SAP HANA) including Upgrades, HA/DR configurations, Replication and failover scenarios, Backup & Recovery strategies, System Operations and performance optimization and knowledge of SAP multi-cloud strategies.
• Knowledge in design and structuring of integrated E2E Lifecycle Management Procedures for automation.
• Support and perform testing/validation including issue recording and handling. Support error pattern analysis
• Added advantage for knowledge in SAP ECS internal tools and processes.
• Analyse technical requirements, drive these topics to resolution.
• Ability to explore, deliver, and operationalize AI-enabled automation outcomes to optimize day-to-day operational challenges and tasks
• Strong project management skills.
• Understanding of Agile methodologies (SCRUM) and proficiency with collaboration tools such as Jira is beneficial. Experience working in Agile/DevOps environments to support continuous improvement and iterative service delivery.
• Willingness and experience working in global teams.
• Aware of trending technologies and tools in cloud operations and automation.

MEET OUR TEAM :

SAP Global Cloud Operations (GCO) 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 Cloud Landscape Engineering – Agentic Delivery Backbone team.

#SAPGCOCareers #ITT3

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.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

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

Requisition ID: 438704 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid