IT Technology Services Specialist

hace 4 semanas

San Pedro Garza García, Nuevo León, México SAP A tiempo completo

About the Role

We are seeking an experienced SAP technology professional to join our Enhanced Operations Service team. As an Enhanced Operations Service Specialist, you will play a pivotal role in safeguarding and optimizing strategic customers' investments in SAP Enterprise Cloud Services.

Key Responsibilities

  • Ensure day-to-day quality service delivery and define, track, and achieve various ambitious service KPI and SLA's.
  • Participate in major incident handling, troubleshoot service request failures, downtime extensions, and long-running ongoing incidents for a customer.
  • Quick responses during escalations, take proactive steps to avoid escalations, identify and drive initiatives to improve operation and stability for our customer system, and drive initiatives to standardize and simplify server operations.
  • Root cause analysis for service requests failures/outages, performance issues – continuous improvement methodologies.
  • Analyze 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 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 focusing on automation enhancements.
  • Proactive operation services for the customer and service on-demand with timely alert reduction program to all stakeholders involving the customer.

Requirements

  • 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.

What We Offer

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.

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.

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