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. 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 pave the path for the future SAP by delivering 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 the 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 OS/Linux Server 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 is another important part. Global thinking and a strong customer focus are essential.Your role will be OS/Linux Server – 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 customer going to Red, Structural work to avoid escalations, using RDH governance dashboard.Drive continuous improvement in the areas of SAP Enterprise Cloud Services (ECS) architecture, ECS delivery, and tools enhancement.De-escalation of already escalated customers (RED customer & Potential RED customer).De-escalate the customer by addressing the specific concerns from customers and by creating "RED" to "Green" plan.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 OS/Linux Server engineer in Global Operations along with continuous improvement experience.Exposure to automation tools/scripting or processes.SAP installations and upgrades, planning, setup, and implementation.Providing technical expertise and support in optimizing and tuning of Systems. Performance Optimization.Application Security, Backup and recovery strategies, performance tuning, System Copies, export-import, high availability, and disaster recovery strategy.Ready to learn other SAP administration products like cloud connector, ASE, BTP, etc.Organized/Structured in day-to-day documentation.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).Professional Certification of OS/Linux Server.ITIL certification.EXPECTED TRAVEL: Expected travel requirement is 10%.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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