.Requisition ID: 410880Work Area: Information TechnologyExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full TimeCareer Level: T3Hiring Manager: Jose Alejandro HernandezRecruiter Name: Thais NadimAdditional Locations:Senior HANA Database EngineerAs a market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on-premise to cloud, desktop to mobile device, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.Within the Customer Services & Delivery (CS&D) board area, the mission of Enterprise Cloud Services (ECS) Delivery organization is to deliver end-to-end Managed services experience during a customer's cloud transformation journey. We strive to provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners, and through public cloud infrastructures.The Regional Delivery team (RDT aka Delivery SWAT team) focuses on de-escalation and escalation avoidance for ECS customers with a focus on proactive "Go Green" plans. RDT has technical experts who collaborate with various SAP stakeholders and customers to drive de-escalation.To strengthen our delivery capabilities in the region, the ECS delivery organization is looking for an expert in SAP HANA Database with customer-facing experience to join the RDT.THE ROLE:You will be co-responsible to drive continuous improvement to increase operation, availability, and efficiency. Infrastructure landscape re-architecture and new technology adoption are important parts. Global thinking and a strong customer focus are essential.Your role will be as SAP HANA Database – SME, driving critical topics related to Escalation Handling, Incident Management, Problem Management, Service Request, Build/Migration, Go-Live support, High Availability, Disaster Recovery, Backup & Restore.EXPECTATIONS AND TASKS:Avoid customers going to Red, structural work to avoid escalations, using RDH governance dashboard.Drive continuous improvement in the areas of Enterprise Cloud Services (ECS) architecture, ECS delivery, and tools enhancement.De-escalation of already escalated customers (RED customers & Potential RED customers).De-escalate the customer by addressing specific concerns from the customer and by creating "RED" to "Green" plans.The Regional SWAT team will engage directly with the customer along with CDM, TSM, or dCEM to de-escalate a customer situation.SKILLS AND COMPETENCIES:Strong experience as HANA Database in Global Operations along with continuous improvement experience.Exposure to automation tools/scripting or processes.SAP installations and upgrades, planning, setup, and implementation