Customer Technical Advisor / Support Expert (f/m/d)

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. 

This position can be filled in Sankt Leon-Rot, Frankfurt, Berlin (other locations in Germany considered) 

What you’ll do

One of SAP’s strategic customers has conducted a transformation program, part of which is to consume their entire SAP landscape as enhanced private cloud model provided by SAP with more than 80 productive systems and several of the largest SAP HANA-based systems. To provide the right level of service, a dedicated team has been set up within SAP Enterprise Cloud Services to work for this strategic client. The goal of this team is to operate the entire customer SAP landscape and drive innovation adoption as the customer is at the start of a large-scale SAP S/4HANA transformation program.

As a Customer Technical Advisor / support expert, your responsibilities include:

• Exhibiting outstanding ownership and stakeholder management, within the customer IT departments during escalations and critical situations.
• Taking a hands-on approach in the initial diagnosis of critical incidents.
• Ensuring our customer achieves the best outcomes from ECS operations by efficiently driving resolution of critical incidents.
• Implementing proactive measures to mitigate the escalation of less critical incidents.
• Providing support and guidance to customer IT teams in their day-to-day operations.
• Willingness to occasionally work on weekends to support major projects and participate in an on-call roster.

What you bring

• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Management or equivalent experience
• Exceptional problem-solving skills, including the ability to identify root cause and guide resolution of incidents for active productive issues.  Performance analysis skills are a necessity.
• Exemplary customer focus, ensuring their needs and satisfaction are the top priority.
• Outstanding written and verbal communication skills. Capable of effectively explaining technical details to a non-technical audience.
• Possessing an exceptional level of expertise in BASIS, HANA, SUSE (ideally with Pacemaker), with a minimum of 10 years' BASIS experience, 5 of which should be in a large customer landscape.
• Deep understanding and proficiency in hyperscaler infrastructure, tools, and processes, with a minimum of 5 years' experience preferred.
• Advantageous to have extensive knowledge of SAP applications such as BW, APO, and ERP.

Meet your team

SAP Enterprise Cloud Services (ECS) is part of the Product Engineering board area. As private cloud managed services provider, SAP ECS is offering and contributing a key aspect in the intelligent business transformation journey.

#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.  

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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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.

Requisition ID: 405122  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid
 

​