Job Description:

What you`ll do: Enhanced Operation Services Technical Expert team plays pivotal role within the SAP GCO – Enhanced Operations Service (EOS) organization, serving as a trusted advisor responsible for safeguarding and optimizing strategic customers' investments in SAP Global Cloud Operations. 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. This is a global team working to support our customers 24*7 A customer first mindset is a must. As an Enhanced Operations Service Specialist - you are responsible for: 1. Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA’s. 2. Participate in Major incident handling, troubleshoot service request failures, downtime extensions, long running ongoing incidents for a customer. 3. 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. 4. Root Cause analysis for Service requests failures/outages, performance issues – continuous improvement methodologies 5. Hyper care service, Go-live safeguarding E2E ownership of customer service maintenance plan activities are the major activities driven by the expert team. 6. Coordinate and orchestrate the work between the various teams with Strong collaboration with other units within and outside Global Cloud Operations units. 7. Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery 8. Process improvement initiatives for daily operational activities 9. Streamline standard operating procedures by focussing on automation enhancements. 10. 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 • 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. • 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 EDUCATION AND QUALIFICATIONS • 5+ years of related professional experience • Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management. • Professional Certification of SAP BASIS, Business Object with exposure to Project Management tasks including 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 • Very good English language skill.

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