Senior Specialist Technology Consultant - ECS Regional Delivery APJ & GCR Team

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Summary

The mission of Enterprise Cloud Services (ECS) Delivery organization is to fully utilize the value of SAP’s integrated portfolio, while managing cloud operations and customer support (including SAP and partner-led engagements). We strive to provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud infrastructures. With a clear priority to drive the architecture and provision of a clean core, CS&D enables customers to adopt SAP’s innovation tailored to their specific business processes and data.  

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

The Role

To increase our delivery strength in the region, ECS delivery organization is looking for technical professionals to be part of the SWAT team who are expert in any of the given technologies, SAP Basis, Database, Server management with prior experience of customer facing.

• In this role you are expected to drive critical topics related to escalation handling, Incident Management, Problem Management, Service request, build, migration, go-live, High Availability, Disaster Recovery, Backup & Restore and additional assistance with Server Management topics.
• You will be responsible to drive continuous improvement to increase operation, availability, and efficiency.
• Infrastructure landscape re-architecture and new technology adoption is another important part.
• We are looking for SAP Techno-Functional Specialist with Server management expertise for the ECS Regional Delivery APJ team who will report to the Regional Delivery Head.
• Global thinking and a strong customer focus are essential.
• Lead the team of experts during critical situations or customer escalation.
• Customer is at the centre of our daily workload management, and we structure this workload in Operational, Tactical, and Strategic towers. Hence, as a core team member, you work closely with a customer-facing team.
• You will have opportunity to work in the Continuous Improvement and strategic initiatives and address customer pain points.

Expectations and Tasks

• Drive continuous improvement in the area of ECS architecture, ECS delivery and tools enhancement.
• Strong analytical and systematic problem-solving skills, including impact assessment.
• Experience in project management & Process definition.
• Escalation handling & de-escalation of situation will be major part of job.
• To work with leadership team to agree on strategic priorities, setup improvement projects and work with teams to enhance process efficiency, elevate quality standards, and accelerate operations.
• Regional SWAT team will engage with Delivery team, CDM and TSM to de-escalate a customer situation​.
• Ready to learn other SAP product administrations like cloud connector, S4HANA etc.
• Inter-department collaboration on various topics.

Skills and Competencies

• Hands-on experience in one of the areas like Basis, System Performance Management, Database, Lifecycle events (Upgrades / Updates), SAP Project Management, Support, Escalation Management 
• Knowledge of Service delivery, Operations, ITIL/ITSM processes
• Good understanding of around database and filesystem replication and preparation of network routing.
• Experience in Problem Management, root cause analysis 
• Strong Customer Service Focus
• Exposure to the automation tools /scripting or processes
• Organize / Structure day2day Operations & Documentation

Education and Qualifications

• 8+ 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)

Location - Bangalore, India

Expected Travel - 10%

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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: 393101  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.