Technical Service Management Basis Consultant

hace 10 horas

Ciudad de México SAP A tiempo completo

**We help the world run better**

**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.

**We build breakthroughs together**

**We win with inclusion**

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. At SAP, 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 ultimately believe in unleashing all talent and creating a better and more equitable world.

**EOE AA M/F/Vet/Disability**:
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.

Requisition ID: 365418 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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