EOS Operations Specialist; SMG - SAP ECS

EOS Operations Specialist (SMG) - SAP ECS

We help the world run better

At SAP, we keep it simple: you bring your best to us, and we’ll bring out the best in you. We’re builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what’s next. The work is challenging – but it matters. You’ll find a place where you can be yourself, prioritize your wellbeing, and truly belong.

What’s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

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/4

HANA 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 data centres, IaaS Hyperscalers, SAP Premium Suppliers or in customers’ own existing data centres. 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.

• 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.
• Root cause analysis for service requests execution failures, and other 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 focusing on automation enhancements.
• Proactive operation services for the customer and service on‑demand with improvement plans to all the stakeholders involving the customer.

• Hands‑on experience in one of the areas like Basis, System Performance Management, Lifecycle events (Upgrades / Updates), SAP Project Management, Support, Escalation Management. Knowledge of products like SAP Cloud‑Connector, S4 would be an added advantage.
• Practical knowledge with SAP technologies like…