It Technology Services Specialist - Eos Operations Specialist - Smg
- SAP
- 8 - 9 years
- Bengaluru
- 2 months ago
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Job Description
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 SAP Basis, 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.
- Quick responses during escalations, take proactive steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for our customer system and Driving initiatives to standardize and simplify server operations.
- Root Cause analysis for Service requests execution failures, Repetitive failures, Long running incidents, Customers and systems triggering repetitive alerts, and other issues - continuous improvement methodologies
- Analyse root-causes of the failures (if known) in achieving the KPIS and define a corrective action plan, with well-defined mitigation steps.
- Coordinate and orchestrate the work between the various teams with Strong collaboration with other units within and outside Enterprise Cloud Service units.
- Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery
- Process improvement initiatives for daily operational activities
- Streamline standard operating procedures by focussing on automation enhancements.
- Proactive Operation services for the customer and service on-demand with improvements plans to all the stakeholders involving the customer.
Roles responsibilities:
- Hands-on experience in one of the areas like Basis, System Performance Management, Lifecycle events (Upgrades / Updates), SAP Project Management, Support, Escalation Management. Knowledge of products like SAP Cloud-Connector, S4 would be an added advantage.
- Practical knowledge with SAP technologies like SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE)
- Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support.
- Application Security, Backup and recovery strategies, performance tuning, System Copies, export-import, high availability, and disaster recovery strategy, export-import.
- Experience in Problem Management, Root cause analysis methodologies
- 8+ years of related professional experience
- Bachelor s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
- Professional Certification of SAP BASIS, Business Object with exposure to Project Management tasks including PMP and ITIL certification.
- 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.
Job Classification
Industry: Software ProductFunctional Area / Department: Engineering - Hardware & Networks, Role Category: IT NetworkRole: Network Service TechnicianEmployement Type: Full timeContact Details:
Company: SAPLocation(s): Bengaluru+ View Contact
Keyskills: PMP Networking Performance management Focus Project management Process improvement Analytical Customer relationship Customer service Analytics
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