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Summary & Role Information
One of SAPs largest customers has setup a transformation program called Journey to Cloud (J2C). A cornerstone of this transformation is to consume the entire SAP landscape as SaaS provided by SAP. Our Client Delivery Management team will provide an E2E service and will work dedicated for this customer, operating his entire SAP landscape with more than 80 productive systems and several of the largest HANA-based systems (e.g. 2x24TB ERP scale-out).
Within the CDM organization we set up the Technical Service Management (TSM) team that operates on all levels for standard operations. In your new role, you will work as L3 support and in case of major incidents will support the fast restore of services. In addition, we will focus on proactive aspects to optimize and prevent harm from our environments. To achieve this a deep technical understanding of technologies and operation is required.
Key reponsibilities and Tasks
- Work (7x8h) will include weekends or public holidays as required by the project (no night shift).
- Ensure high availability of customer service by supporting service restoration in critical situation and provide L3 level support.
- Deep dive on issues, supporting delivery teams to perform and drive root cause analysis to completion.
- Analyze current landscape setups and come up with proposals for improvement.
- Collaborate with different teams from within the HEC organization and outside to ensure excellent customer satisfaction.
- Ability to own, lead and coordinate operational tasks, customer escalations, process improvements.
- Mentor and Guide junior members of the team.
Experience :
- Bachelor’s or master’s degree Student in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems.
- Strong customer service focus, paired with analytical and solution-oriented thinking.
- Knowledge of either the ABAP stack or non-ABAP stacks with excellent understanding of IT operations.
- Knowledge on HANA and the underlying infrastructure is beneficial.
- Good know-how on SAP Technologies, Products and cross dependencies like integration and communication.
- Ability to work in international teams and under pressure, constantly adding value to customer and within organization.
- Excellent written, verbal communication and presentation skills to effectively communicate and escalate Issues.
- 12 years of experience as SAP Basis consultant / System Admin or in a similar role.
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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.
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: 420109 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.