As an Enhanced Operations Service Specialist – you are responsible for the following activities.
Responsibilities
* Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA’s.
* Participate in major incident handling, troubleshoot service request failures, downtime extensions, and long‑running ongoing incidents for a customer.
* Provide quick responses during escalations, take proactive steps to avoid escalations, identify and drive initiatives to improve operation and stability for our customer system, and standardise and simplify server operations.
* Root cause analysis for service request failures/outages and performance issues – continuous improvement methodology.
* Hyper‑care service and go‑live safeguarding;
own end‑to‑end customerservice maintenance plan activities.
* Coordinate and orchestrate work between various teams with strong collaboration with other units within and outside Global Cloud Operations units.
* Bring in continuous improvement initiatives to address customer pain points and enhancements in service delivery.
* Process improvement initiatives for daily operational activities.
* Streamline standard operating procedures by focusing on automation enhancements.
* Proactive operation services for the customer and on‑demand service with timely alert‑reduction programmes to all stakeholders.
Skills and Competencies
* 5+ years of hands‑on experience in one of the areas such as Basis, System Performance Management, Lifecycle events (Upgrades/Updates), SAP Project Management, Support or Escalation Management.
* Knowledge of products like SAP Cloud‑Connector;
S4 would be an added advantage.
* Practical knowledge with SAP technologies such as SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE).
* Experience with managed/hosting services or SAP Private Cloud or Public Cloud operations/support.
* Application security, backup and recovery strategies, performance tuning and system copies.
Qualifications
* 5+ years of related professional experience.
* Cloud knowledge – e.G., experience working in public cloud domains such as Microsoft Azure, AWS and GCP.
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