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We are seeking an experienced IT Technology Services Specialist to join our team at SAP. As a key member of our Enterprise Cloud Services Delivery organization, 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, troubleshoot service request failures, downtime extensions, and long-running ongoing incidents for customers.
- Quickly respond to escalations, take proactive steps to avoid escalations, identify, and drive initiatives to improve operation and stability for customer systems, and drive initiatives to standardize and simplify server operations.
- Analyze root causes of service request failures/outages, performance issues, and continuous improvement methodologies.
- Analyze root causes of failures (if known) in achieving KPIs and define a corrective action plan with well-defined mitigation steps.
- Coordinate and orchestrate 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 service delivery.
- Process improvement initiatives for daily operational activities.
- Streamline standard operating procedures by focusing on automation enhancements.
- Proactive operation services for customers and service on-demand with timely alert reduction programs to all stakeholders involving the customer.
- Hands-on experience in one of the 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, System Copies, export-import, high availability, and disaster recovery strategy, export-import.
- Experience in Problem Management, Root cause analysis methodologies.
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.
Successful candidates might be required to undergo a background verification with an external vendor.
