WE HELP THE WORLD RUN BETTER

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

EDUCATION AND QUALIFICATIONS

• 10+ years of Technical Operations in ABAP/JAVA/HANA/DB2/Performance analysis role
• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
• Professional Certification of SAP BASIS, Business Object with exposure to Project Management tasks including PMP and ITIL certification.
• Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP)
• Capacity to continuously acquire new knowledge in an independent and proactive way.
• Good analytical and solution-oriented thinking
• Very good communication and networking skills
• Experience of safeguarding customer relationships.
• Strong customer service focus
• Very good English language skill.
• Weekends, off-hours rotation work is requried - flexibility is a must

THIS IS A HYBRID ROLE BASED OUT OF NEWTOWN SQUARE, PA. HYBRID IS 3-DAYS WEEK ONSITE & 2-DAYS WEEK REMOTE.

RISE with SAP brings together the solutions and services our customers need for a true business transformation, in one package, in the way that works best for them. We know that transformation is a journey, not a destination, so RISE with SAP allows customers to change not only once, but to continually transform – with SAP alongside them during every step of the way.
RISE with SAP S/4HANA Cloud, Private Edition is one of the key deployment options for our customers cloud transformation. It provides a comprehensive cloud infrastructure and managed service offerings to our customers as an essential part of the overall Cloud Strategy of SAP. This enables customers to safeguard their existing SAP ERP investment, while benefiting from a new level of flexibility – tailoring the software to meet their specific needs, retaining company-specific configurations and customizations of their SAP ERP system, and accessing the latest capabilities that give their company a competitive advantage.
Under RISE with SAP, SAP allows customers to run their SAP S/4 HANA and other SAP applications in a managed private cloud environment either in SAP’s own datacentres, IaaS Hyperscalers, SAP Premium Suppliers or in customers’ own existing datacentres. SAP has established strategic partnerships with the major cloud infrastructure providers, including Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP), to offer customers maximum choice for their SAP private cloud deployment.
Within the Customer Services & Delivery (CS&D) Board area, the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP’s private cloud offering.
The Enhanced Operation Service is part of SAP Enterprise Cloud Services Delivery organization. This is a dedicated team which will focus on leading and optimizing strategic customers’ end-to-end delivery and operation model, during the customer’s cloud transformation journey. We provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud infrastructures.

WHAT YOU`LL DO:

Enhanced Operations Service Specialist plays a pivotal role within the SAP ECS – Enhanced Operations Service (EOS) organization, serving as a trusted advisor responsible for safeguarding and optimizing strategic customers’ investments in SAP Enterprise Cloud Services.
We are looking for an experienced SAP technology professional expert for the Enhanced Operations Service (EOS) team who should have a proven track record in at least in one of the areas like SAP Basis and Critical Situation Handling, with a strong technical and process background.
A customer first mindset is a must!

AS AN ENHANCED OPERATIONS SERVICE SPECIALIST - YOU ARE RESPONSIBLE FOR:

• Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA’s.
• Quick responses during escalations, take proactive steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for our customer system and Driving initiatives to standardize and simplify server operations.
• Perform comprehensive performance assessments (memory, disk I/O, IOPS, CPU utilization etc) for SAP systems running on Hyperscalers platform utilizing various performance tools.
• Assist EOS operations support for any ongoing performance issues in customer production systems.
• Oversee performance testing, benchmarking for new IT stack (HANA + OS) to find performance issue before sign-off for production implementation using data-driven approach.
• Develop and implement performance optimization strategies for SAP applications, HANA DB, and Azure infrastructure.
• Collaborate with ECS Service Engineering, Client Delivery Management, EOS Operations, HANA development and Customer to optimize system configurations, parameters, and resource allocation to maximize performance and scalability.
• Document performance test results, optimization processes, and recommendations for knowledge sharing and upskilling the team.
• Monitor production system performance, help team to proactively identify issues, and provide recommendations to maintain optimal performance levels.
• Root Cause analysis for Service requests failures/outages, performance issues – continuous improvement methodologies
• Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery
• 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.