Technical Digital Consultant

hace 1 semana

Ciudad de México, Ciudad de México SAP A tiempo completo
About SAP

SAP is a global leader in enterprise software and solutions, helping over 400,000 customers worldwide to work together more efficiently and make better business decisions. Our company culture is built on collaboration, innovation, and a shared passion for helping our customers succeed.

Job Overview

We are seeking an experienced Technical Digital Consultant to join our team at SAP Enterprise Cloud Services. As a key member of our organization, you will be responsible for delivering cloud hosted infrastructure and application management services to our customers worldwide. This role requires a strong technical background, excellent customer focus, and the ability to work seamlessly with cross-functional teams.

Key Responsibilities:
  • Support sales-to-delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Initiate digital service kick offs for customers
  • Contribute to onboarding/transitioning customers to ECS
  • Support de-escalations of critical customer situations
  • Support critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams, and SAP Product Support, as applicable
  • Execute technical feasibility studies/solution reviews (if applicable)
  • Contribute to customer release and maintenance activities
  • Support customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
  • Execute and support problem management and continuous improvement
  • Support customer satisfaction surveys
  • Review SLA service credit cases
  • Support commercial change requests
  • Contribute to liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
Requirements:
  • Engineering graduate with minimum 4+ years of work experience as SAP technical consultant with 2+ years in customer-facing role (consulting, IT support, IT services, etc.)
  • Excellent customer focus/networking/results-driven/self-organized/decision-making
  • Individual in this role is expected to deliver 'Effective customer communication' using digital mediums to achieve high customer satisfaction. Strong knowledge of IT Service Management, SAP Basis, and SAP Application
  • Hands-on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers
  • Good understanding of ECS operations infrastructure, processes, and automation tools like SPC, TIC, etc. (a plus)
  • Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals (a plus)
  • Cloud architecture and IT technical infrastructure know-how
  • Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
  • Understanding of escalation handling and procedures
  • Experience in working with cross-cultural and cross-functional teams or individuals
  • Proficiency in English (written and verbal), additional (local) languages (a plus)
What We Offer:

We offer a highly collaborative team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Additionally, we provide opportunities for growth and specialized development of your skills.

About the Role:

This role provides expert support in operations and facilitates the service lifecycle. The successful candidate will work in seamless collaboration with Project Leads (PL) and SAP Enterprise Cloud Services internal delivery teams for the committed scope of delivery throughout the customer engagement lifecycle.

The estimated salary for this role is $100,000 - $120,000 per year, depending on location and experience.

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