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Enhanced Operations Service Specialist plays a pivotal role within the SAP PCO – Global Cloud Operation Delivery (GCO) - 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 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. A customer first mindset is a must.
As an EOS Execution Service Senior Specialist - you are responsible for:
- Ensure the execution of planned changes requested by customers are completed as per the activity schedule, tracking, and achieving various ambitious service KPI and SLA’s.
- Own and execute customer service requests, system build, migration, and operational activities across Basis, DB, and Server domains — meeting SLA/KPI commitments with a customer-first mindset.
- Drive migration activities including system copies, OS/DB migrations, cutover planning, and go-live support.
- Adhoc/Immediate execution of customer service request which are critical during special phases of the customer life cycle.
- Quick responses during escalations, ensure no service requests are impacted in the delivery phase, identifying and driving initiatives to improve the customer operations.
- Analyse customer feedback on the service request execution quality and bring about changes in a more structured and time bound manner.
- Drive feedback relevant to procedure and process with relevant teams and drive it to completion.
- 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.
- Leverage AI-driven insights to enhance process, SR delivery, system observability, reliability, and proactive issue resolution.
What you’ll build:
- Excellent hands-on experience in one of the areas like SAP Basis, Lifecycle events (Upgrades / Updates). Support 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 is preferred.
- Working knowledge on SAP Application Security, System Copies, DB export-import, and disaster recovery strategy, client administration is preferred.
- Experience in working with Linux pacemaker environment is added advantage.
What you bring:
- Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
- 8 to 13 years of work experience as a Technical SAP NetWeaver Consultant (ABAP and Java Basis Administration)
- Hands-on expertise in SAP Basis administration, SAP NetWeaver, SAP HANA, Sybase ASE, and Business Objects.
- Strong knowledge of S/4HANA architecture, migration paths, high availability, and disaster recovery strategies.
- Experience with hyperscale cloud environments (AWS, Azure, GCP) and managed/private cloud operations.
- Proficiency in Linux/UNIX, Linux Pacemaker, scripting (Shell, Python, Perl), and automation tools (Ansible, Chef).
- Working knowledge of networking (TCP/IP, DNS, NAT, firewalls, LDAP) and storage.
- Familiarity with additional SAP technologies: Cloud Connector, Content Server, OpenText, IDM, TREX, MDM, and others.
- ITIL framework exposure; SAP S/4HANA conversion and OS/DB migration certifications are added advantage
- 24*7 support model. Rotational 2 shift support of APJ and EMEA time zone. Rotational weekend support
- Analytical and solution-oriented thinking
- Strong customer service focus with customer first Mindset.
Where you belong:
SAP Private Cloud Operation (PCO) is part of the Customer Services & Delivery board area in SAP. Enterprise Cloud Services is a business unit focusing on delivery of managed private cloud services. To provide our customers with the right level of service, we have Technical and customer facing roles within the unit along with technical delivery.
The Enhanced Operation Service is part of SAP PCO GCO 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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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 world.
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Requisition ID: 457627 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid