SAP Basis Expert ECS Enhanced Operations Specialist

hace 1 día

San Pedro Garza García, Nuevo León, México Sap Se A tiempo completo

About the Role

SAP SE is seeking a highly skilled SAP Basis Expert ECS Enhanced Operations Specialist to join our team. As a trusted advisor, 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 KPIs and SLAs.
  • Participate in major incident handling, troubleshooting service request failures, downtime extensions, and ongoing incidents for a customer.
  • Provide quick responses during escalations, take proactive steps to avoid escalations, and drive initiatives to improve the operation and stability for our customer system.
  • Analyze root-causes of failures in achieving KPIs and define a corrective action plan.
  • Coordinate and orchestrate work between various teams with strong collaboration within and outside Enterprise Cloud Service units.
  • Bring in continuous improvement initiatives to address customer pain points and enhancements in service delivery.
  • Streamline standard operating procedures by focusing on automation enhancements.
  • Provide proactive operation services for the customer and service on-demand with timely alert reduction programs.

Requirements

  • Hands-on experience in areas like Basis, System Performance Management, Lifecycle events (Upgrades/Updates), SAP Project Management, Support, Escalation Management.
  • 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, and disaster recovery strategies.
  • Experience in Problem Management and Root cause analysis methodologies.
  • 8+ years of related professional experience.
  • Bachelor's degree or higher in Computer Science, Engineering, or Information Technologies Management.

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