Enhanced Operations Service Specialist

Requisition ID: Work Area: Information TechnologyExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full TimeCareer Level: T3Hiring Manager: Harishankar DhulipudiRecruiter Name: Thais Nadim**ABOUT SAP****PURPOSE AND OBJECTIVES**RISE with SAP brings together the solutions and services our customers need for a true business transformation, in one package, in the way that works best for them. We know that transformation is a journey, not a destination, so RISE with SAP allows customers to change not only once, but to continually transform - with SAP alongside them during every step of the way.RISE with SAP S/4HANA Cloud, private edition is one of the key deployment options for our customers cloud transformation. It provides a comprehensive cloud infrastructure and managed service offerings to our customers as an essential part of the overall Cloud Strategy of SAP. This enables customers to safeguard their existing SAP ERP investment, while benefiting from a new level of flexibility - tailoring the software to meet their specific needs, retaining company-specific configurations and customizations of their SAP ERP system, and accessing the latest capabilities that give their company a competitive advantage.Within the Customer Services & Delivery (CS&D) Board area, the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP’s private cloud offering.The Enhanced Operation Service is part of SAP Enterprise Cloud Services Delivery organization. This is a dedicated team which will focus on leading and optimizing strategic customers’ end-to-end delivery and operation model, during the customer’s cloud transformation journey. We provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud infrastructures.**What you'll do**:Enhanced Operations Service Specialist plays a pivotal role within the SAP ECS - Enhanced Operations Service (EOS) organization, serving as a trusted advisor responsible for safeguarding and optimizing strategic customers' investments in SAP Enterprise Cloud Services.We are looking for an experienced SAP technology professional expert for the Enhanced Operations Service (EOS) team who should have a proven track record in at least in one of the areas like SAP Basis, HANA DB, Server management, Critical Situation Handling, Project Management, with a strong technical and process background.A customer first mindset is a must.As an Enhanced Operations Service Specialist - you are responsible for:- Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA’s.- Monitor SAP system alerts across various landscapes (ABAP, Java, HANA DB, other Non-NetWeaver etc.) in shift model (24*7) operations- Perform **proactive analysis** of recurring or critical alerts to identify underlying issues.- Take required corrective actions to prevent potential system downtime or degradation.- Work closely with SAP Basis, Infrastructure, and Application teams to resolve technical issues.- Maintain system stability by ensuring timely response to alerts and implementing long-term fixes.- Analyze performance metrics, logs, and trends to anticipate risks and reduce future alerts.- Document issues, RCA (Root Cause Analysis), and preventive measures.- Participate in system health checks, performance tuning, and periodic maintenance activities.- Ensure compliance with internal SLAs, audit requirements, and operational best practices.- Recommend/implementation of automation opportunities for repetitive alert-related tasks.**SKILLS AND COMPETENCIES**- 10+ years of relevant experience in **SAP Basis** / SAP Operations / SAP Monitoring.- Strong knowledge of SAP systems, HANA database, and infrastructure components.- Hands-on experience with SAP Solution Manager, CCMS, FRUN, or third-party monitoring tools.- Ability to diagnose system issues using logs, traces, and alert outputs.- Strong analytical and troubleshooting skills with a proactive problem-solving mindset.- Experience implementing preventive actions and stabilizing systems.- Good understanding of Linux/Unix and networking fundamentals is a plus.- Experience in Problem Management, Root cause analysis methodologies**EDUCATION AND QUALIFICATIONS**- 10+ years of related professional experience.- Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.- Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP).- Capacity to continuously acquire new knowledge in an independent and proactive way.- Good analytical and solution-oriented thinking.- Very good communication and networking skills.- Experience of safeguarding customer relationship.- Strong customer service focus.- Very good English language skill