Service Execution Specialist - SAP ECS, Enhanced Operations Service

Job Description

Requisition ID: 439694

Work Area: Information Technology

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

Career Level: T2

Hiring Manager: Shivanna Shankar

Recruiter Name: Thais Nadim

** Please submit your CV in English in order to proceed in the process. **

** This opportunity has hybrid-work model (3x a week attendance) and is open to applicants currently based in Mexico (Monterrey or Mexico City). **

Purpose and Objective

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 Hyperscalers, 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 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.

What you`ll do:

Enhanced Operations Service 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.

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 Enhanced Operations Service 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.
• 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 server operations.
• Analyze 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 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.

Skills and Competencies

• 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 an added advantage.
• 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.
• Application Security, System Copies, export-import, and disaster recovery strategy, export-import.
• Experience in working with Linux pacemaker environment is added advantage.

Role Requirements:

• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
• 5 to 6 years of work experience as a Technical SAP NetWeaver Consultant (ABAP and Java Basis Administration)
• Working knowledge of Business Object Products (BOBI, BODS etc.)
• Working knowledge in UNIX/Linux environment, HANA DB and Sybase ASE databases.
• Strong customer focus
• Basic knowledge of Network and Storage
• Basic knowledge of one or more of the following products is preferred: Content Server, Convergent Charging, MDM, GK Software, OpenText, SAP Cloud Connector, TOMCAT, IIS, 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)
• 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
• Exposure to the ITIL framework

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