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SAP - Newtown Square, PA

posted 3 months ago

Full-time - Mid Level
Newtown Square, PA
10,001+ employees
Publishing Industries

About the position

The Enhanced Operations Service Specialist plays a crucial role within SAP's Enterprise Cloud Services (ECS) organization, acting as a trusted advisor to optimize and safeguard strategic customers' investments in SAP Enterprise Cloud Services. This position focuses on ensuring high-quality service delivery, managing incidents, and driving continuous improvement initiatives to enhance operational stability during customers' cloud transformation journeys.

Responsibilities

  • Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA's.
  • Technically skilled in Database Technologies like HANA/ASE/MSSQL - with expert level knowledge in any one of the databases.
  • Participate in Major incident handling, troubleshoot service request failures, downtime extensions, long running ongoing incidents for a customer.
  • Quick responses during escalations, take proactive steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for our customer system.
  • Root Cause analysis for Service requests failures/outages, performance 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 timely alert reduction program to all the stakeholders involving the customer.

Requirements

  • 8+ years of related professional experience.
  • Bachelor's degree or higher in Computer Science, Engineering, or Information Technologies Management.
  • Strong experience as Database Administrator in Global Operations team (primarily on SAP HANA/ASE/MSSQL Platforms).
  • Exposure to automation tools/scripting or processes.
  • DB installations and upgrade, Planning, setup, and implementation.
  • Providing technical expertise and support in optimizing and tuning of Systems, Performance Optimization.
  • DB Concept on Security, Backup and recovery strategies, performance tuning, System Copies, high availability, and disaster recovery strategy, export-import, replication is must.
  • Experience in Problem Management, Root cause analysis methodologies.
  • Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP).
  • Professional Certification of Database Platforms with exposure to Project Management tasks including PMP and ITIL certification.

Nice-to-haves

  • 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.

Benefits

  • Flexible working models
  • Health and well-being programs
  • Learning and development opportunities
  • Recognition for individual contributions
  • Variety of benefit options
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