IT Technology Services Senior Specialist - SAP Basis, HANA, RCA

SAP SE; Bengaluru; Sur place; INR 2 400 000 - 3 000 000; Plein temps

Résumé du poste

SAP SE in Bengaluru is seeking an experienced Enhanced Operations Service Specialist within the EOS team to safeguard and optimize strategic customers' investments in SAP Enterprise Cloud Services. You will act as trusted advisor, ensuring day-to-day service quality and driving improvements.

The role requires strong technical and process background across SAP Basis, cloud operations, project management, incident handling, and continuous improvement, with a customer-first mindset and effective

Qualifications

• 7+ years of related professional experience.
• Hands-on experience in Basis, System Performance Management, Lifecycle events (Upgrades/Updates), SAP Project Management, Support, Escalation Management.
• Experience with SAP technologies like SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase ASE.
• Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support and java systems.
• Application Security, Backup and recovery strategies, performance tuning, System Copies, export-import, high availability, and disaster recovery strategy, export-import.
• Professional SAP BASIS certification and exposure to Project Management tasks including PMP and ITIL certification.
• Cloud knowledge (e.g., Microsoft Azure, AWS and GCP).

Responsabilités

• Ensuring Day to Day quality service delivery and defining, 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.
• Root Cause analysis for Service requests execution failures, and other issues - continuous improvement methodologies
• Analyse root-causes of the failures (if known) in achieving the KPIs and define a corrective action plan, with well-defined mitigation steps.
• 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 focussing on automation enhancements.
• Proactive Operation services for the customer and service on-demand with improvements plans to all the stakeholders involving the customer.

Connaissances

Root Cause Analysis

Project Management

Communication

Customer relationship

Problem Solving

Formation

Bachelor's degree in Computer Science, Engineering, Information Technologies Management

Outils

SAP NetWeaver

SAP HANA

SAP ASE

SAP Cloud Connector

S/4HANA

Description du poste

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 youConstant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

What you'll build:

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 SAP Basis, 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:

• Ensuring Day to Day quality service delivery and defining, 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.
• Root Cause analysis for Service requests execution failures, and other issues - continuous improvement methodologies
• Analyse root-causes of the failures (if known) in achieving the KPIs and define a corrective action plan, with well-defined mitigation steps.
• 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 focussing on automation enhancements.
• Proactive Operation services for the customer and service on-demand with improvements plans to all the stakeholders involving the customer.

What you bring:

• 7+ years of related professional experience
• Bachelor's degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
• Hands-on experience in one of the areas like Basis, System Performance Management, Lifecycle events (Upgrades / Updates), SAP Project Management, Support, Escalation Management. 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 and java systems.
• Application Security, Backup and recovery strategies, performance tuning, System Copies, export-import, high availability, and disaster recovery strategy, export-import.
• Experience in Problem Management, Root cause analysis methodologies
• Professional Certification of SAP BASIS, Business Object with exposure to Project Management tasks including PMP and ITIL certification.
• Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP)
• Capacity to continuously acquire new knowledge in an independent and proactive way.
• Good analytical and solution-oriented thinking
• Very good communication and networking skills
• Experience of safeguarding customer relationship.
• Strong customer service focus

Where you belong:

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

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