BASIS Service Delivery Specialist

hace 1 mes

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

We are seeking a highly skilled Service Delivery Specialist to join our SAP ECS Enhanced Operations Service organization. As a trusted advisor, you will play a pivotal role in safeguarding and optimizing customers' investments in SAP Enterprise Cloud Services.

Your primary responsibility will be to serve as the primary point of contact for the TSMs with the delivery organization, ensuring activity plans are created together with the TSMs and CDMs and addressing technical delivery challenges throughout the customer lifecycle.

Key Responsibilities
  • Act as the interface for the EOS delivery team with the customer CDMs / TSMs, planning service requests and support throughout the request lifecycle.
  • Possess a comprehensive understanding of the customer's business, goals, and challenges to offer innovative solutions and recommendations.
  • Serve as an escalation point for technical issues related to the EOS customer landscape.
  • Act as the primary contact from the EOS delivery teams in the different service areas Service Request Fulfilment, Incident Management, Event Management and Problem Management.
  • Solid hands-on experience with SAP technologies like SAP NetWeaver, Web Dispatcher, BusinessObjects solutions, Convergent Charging, Convergent Mediation, OpenText etc.
  • Sound knowledge of Hyperscalers, networks, and virtual technologies, including load balancers and virtual machines.
  • Solid expertise and hands-on experience in SAP Technologies and Products (SAP certification preferred).
  • Proven ability to manage operational tasks, handle customer escalations, and drive process improvements.
  • Ability to thrive in a high-pressure environment and consistently add value to customers and the organization.
  • Extensive experience in collaborating with cross-cultural teams, both international and virtual, to achieve seamless project delivery.
  • Collaborate with Product Development and support for roadmap, feature and bug fixes.
  • Proficient in analytical and solution-oriented thinking.
  • Excellent written and verbal communication skills in English.
Requirements
  • Bachelor's degree or higher in Computer Science, Engineering, or Information Management.
  • 6+ years of experience in the IT industry, with a primary focus on SAP technology (BASIS).
  • Minimum of 5 years of experience in a technical role, with a demonstrated ability to manage a variety of SAP products running on SAP HANA / Sybase.
  • Advanced technical background in Linux-based server operating systems.
  • Project management skills to efficiently handle customer projects and resolve issues would be a desirable skill.
Location and Travel

Monterrey, Mexico

Expected travel requirement is 10%.

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