Senior SAP HANA Database Management Enhanced Operation Service Specialist - SDM

$105,900 - $220,900/Yr

SAP - Newtown Square, PA

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