ECS Delivery SWAT - Senior Continuous Improvement Manager

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Within the Product Engineering (PE) board area, the mission of ECS Delivery organization is to pave the path for the future SAP by delivering end-to-end Managed services experience during a customer’s cloud transformation journey. We strive to provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud infrastructures.

​The SWAT team focus on de-escalation and escalation avoidance for ECS customers with the focus on “Go Green”​ plans. SWAT team has technical experts who collaborate with various SAP stakeholder and customers to drive de-escalation.

To increase our delivery strength in the region, ECS delivery organization is looking for Experts to be part of the SWAT team who are expert on Continues Improvement projects, or Senior Server Managers with experience on customer facing support.

THE ROLE:  

• You will be co-responsible to drive continuous improvement to increase operation, availability, and efficiency. Address issues on infrastructure, IT architecture and new technology adoption. Global thinking and a strong customer focus are essential. 
• Your role will be Continues Improvement Manager driving critical topics related to escalation handling, Incident Management, Problem Management, Service request, build, migration, go-live, High Availability, Disaster Recovery, Backup & Restore.

EXPECTATIONS AND TASKS:

• Avoid customer going to Red​, Structural work to avoid escalations, using early warning dashboard​.
• Drive continuous improvement in ECS architecture, ECS delivery and tools enhancement. ​
• De-escalation of already escalated customer. (RED customer & Potential RED customer) ​
• De-escalate the customer by addressing the specific concerns from customer and by creating “RED” to “Green” plan.​
• Regional SWAT team will engage directly with the customer along with CDM and TSM to de-escalate a customer situation​. 

SKILLS AND COMPETENCIES:

• Strong experience as Continues Improvement Manager or OS/Linux Server in Global Operations along with project mode experience.
• Exposure to the automation tools, scripting or processes
• SAP installations and upgrade, planning, setup, and implementation.
• High level understanding of technical topics like optimizing and tuning of Systems, Performance Optimization, Application Security, Backup and recovery strategies, performance tuning, System Copies, export-import, high availability, and disaster recovery strategy, export-import.
• Ready to learn other SAP product administrations like cloud connector, S4HANA etc
• Organize / Structure day2day documentation.

EDUCATION AND QUALIFICATIONS:

• 10+ years of related professional experience
• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
• Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP)
• Professional Certification of PMP/PMI or OS/LINUX
• With exposure to Project Management tasks such as PMP
• ITIL certification.

 
EXPECTED TRAVEL:

• Expected travel requirement is 10%

#SAPECSCareers

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EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 393102  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.