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Summary & Role Information:
At SAP ECS MEE level we need to provide the right level of service for our biggest customers, and it has been decided to extend the Large Customers Operation team (LCO) within ECS for EU Access dedicated systems. The team will work in two shifts during EUR hours and will provide an E2E service, working dedicated for our large customers and operating the entire SAP landscapes.
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:
Ensure high availability of customer service by supporting service restoration in critical situation and provide L3 level support
Keep 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 Role Requirements:
3-5 years of experience as SAP Basis consultant / System Database Administrator or in a similar role
Bachelor’s or master’s degree Student in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems
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. Personal Skills
Experience in communication with customers and managing expectations
Strong customer focus and service minded
Strong communication and networking skills
Good analytical and solution-oriented thinking
Good team player and ability to work effectively in international and virtual teams
Continually develop SAP solution core skills and business knowledge based on accumulated experience.
Able to provide knowledge transfer from certain technology areas
Proactive in learning and highly self-motivated
Proficiency in written and spoken English
