Cloud Solutions Architect for SAP Enterprise Cloud Services
hace 1 día
SAP SE, a leader in enterprise resource planning (ERP) software, is evolving to become a market leader in end-to-end business application software and related services. Our innovations help over four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.
Estimated Salary: $125,000 - $180,000 per year, depending on experience and location.
Job Description
The Digital Customer Engagement Manager (dCEM) plays a crucial role in E2E customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Enterprise Cloud Services, focusing on SAP S/4HANA, private cloud edition deliverables.
Key Responsibilities:
* Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
* Initiates digital service kick off for customers
* Contributes to onboarding/transitioning customers to ECS
* Supports in de-escalations of critical customer situations
* Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
* Executes technical feasibility studies / solution reviews (if applicable)
* Contributes to customer release and maintenance activities
* Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
* Executes and supports problem management and continuous improvement
* Reviews SLA service credit cases
* Supports commercial change requests
* Contributes to the 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.)
* 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. is a plus
* Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is 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 are plus
Benefits:
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. 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.
We Win with Inclusion:
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
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