Senior Technical Service Management Basis Consultant

hace 7 días

Ciudad de México SAP A tiempo completo

**Requisition ID**:273471
**Work Area**:Information Technology
**Expected Travel**:0 - 10%
**Career Status**:Professional
**Employment Type**:Regular Full Time

**COMPANY DESCRIPTION**

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

Summary & Role Information

One of SAPs largest customers has setup a transformation program called Journey to Cloud (J2C). A cornerstone of this transformation is to consume the entire SAP landscape as SaaS provided by SAP. Our Client Delivery Management team will provide an E2E service and will work dedicated for this customer, operating his entire SAP landscape with more than 80 productive systems and several of the largest HANA-based systems (e.g. 2x24TB ERP scale-out).

Within the CDM organization we set up the Technical Service Management (TSM) team that operates on all levels for standard operations. In your new role, you will work as L3 support and in case of major incidents will support the fast restore of services. In addition, we will focus on proactive aspects to optimize and prevent harm from our environments. To achieve this a deep technical understanding of technologies and operation is required.

KEY RESPONSIBILITIES AND TASKS

Work (7x8h) will include weekends or public holidays as required by the project (no night shift)
Ensure high availability of customer service by supporting service restoration in critical situation and provide L3 level support
Deep dive on issues, supporting delivery teams to perform and drive root cause analysis to completion
Analyze current landscape setups and come up with proposals for improvement
Collaborate with different teams from within the HEC organization and outside to ensure excellent customer satisfaction
Ability to own, lead and coordinate operational tasks, customer escalations, process improvements.
Mentor and Guide junior members of the team

Experience (Role Requirements):
Strong customer service focus, paired with analytical and solution-oriented thinking
Knowledge of either the ABAP stack or non-ABAP stacks with excellent understanding of IT operations
Knowledge on HANA and the underlying infrastructure is beneficial
Good know-how on SAP Technologies, Products and cross dependencies like integration and communication.
Ability to work in international teams and under pressure, constantly adding value to customer and within organization
Excellent written, verbal communication and presentation skills to effectively communicate and escalate Issues.
8 years of experience as SAP Basis consultant / System Admin or in a similar role.

**WHAT YOU GET FROM US**

**SAP'S DIVERSITY COMMITMENT**
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

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