Enterprise Cloud Services Regional Delivery Expert - ECS Regional Delivery Team (SWAT)
As a market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
The mission of the 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 proactive "Go Green" plan.
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 for driving continuous improvement to increase operation, availability, and efficiency. Infrastructure landscape re-architecture and new technology adoption are also important. 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, using RDH governance dashboard. Drive continuous improvement in ECS architecture, ECS delivery, and tools enhancement. De-escalate already escalated customers (RED customers & Potential RED customers). Address specific concerns from customers and create "RED" to "Green" plans. Engage directly with customers along with CDM, TSM, or dCEM to de-escalate customer situations. 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, upgrades, planning, setup, and implementation. Providing technical expertise and support in optimizing and tuning of systems. Application Security, Backup and recovery strategies, performance tuning, System Copies, export-import, high availability, and disaster recovery strategy. Willingness to learn other SAP administration products like cloud connector, ASE, BTP, etc. Organized and structured in day-to-day documentation. EDUCATION AND QUALIFICATIONS: 10+ years of related professional experience. Bachelor's degree or higher in Computer Science, Engineering, or Information Technologies Management. Cloud knowledge (e.g., experience in Public Cloud Domains like Microsoft Azure, AWS, and GCP). Professional Certification of SAP HANA DB. ITIL certification. EXPECTED TRAVEL: Expected travel requirement is 10%. Please upload your resume in English. Only English resumes will be assessed. This is a Hybrid Model position - requiring 3 days a week in the office or with customers/partners – subject to local labor law and social partner involvement. SAP'S DIVERSITY COMMITMENT
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Successful candidates might be required to undergo a background verification with an external vendor.
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