SAP Customer Service Request Owner - SAP cloud 

India, Karnataka, Bengaluru 

22252793

What you'll do

As a Customer Service Request Owner, you ensure the delivery of robust, downtime-optimized, and highly automated lifecycle management activities within ECS. You will take end-to-end ownership of customer service request fulfillment in the

Database Area:

• Optimize and stabilize the delivery of customer service requests in time, cost, and quality in a proactive way leveraging analytical tools and capabilities
• Structure and coordinate activities, and action plans incl. requirements engineering, prioritization, and create aligned timelines for deliverables
• Drive issue resolution together with the team and utilizing the expert network
• Manage relationships between different stakeholder groups inside and outside ECS Delivery
• Create and align test plans, support and perform testing/validation and roll-out activities.
• Support technology-related projects in a complex environment

What you bring

• Professional experience as a technical consultant in SAP cloud implementation & migration projects or as a technical project lead with customer interaction
• Best practices experience in Databases (MSSQL & SAP HANA) / SAP application/technology/solution (SAP Netweaver, SAP ECC & others).
• Preferable database administration skills in MSSQL (primarily) and SAP HANA/SAP ASE ideally in a multi-cloud environment.
• Project management skills. Project management certification is a plus
• Knowledge of E2E Service Request Fulfilment, Incident, Change, Problem & Release Management
• Supports de-escalations of critical customer situations & reviews KPI
• Executes and supports problem management and continuous improvement
• Support tickets handling, bridging customer queries and requirements from technical operations team
• Knowledge/certification in ITIL, especially Service Request Management
• Knowledge in design and structuring of integrated E2E Lifecycle Management Procedures
• Strong skill set in client-facing, customer engagement & operations management
• Contributes to customer Go-Lives, Release Upgrade and maintenance activities
• Strong analytical and problem-solving skills
• Willingness and experience working in international teams
• Ideally familiar with trending technologies and tools

Strong technical hands on experience in the following areas:

• Database Administration skills
• MSSQL database - MSSQL 2022:Replication (Always ON, Failover cluster, Log shipping, Transactional replication)
• Additional Preference of knowledge and work experience in SAP HANA / SAP ASE databases, SAP applications like SAP Netweaver, SAP ECC & others
• Database Upgrades/Updates
• Database High Availability / Disaster Recovery
• Backup & Recovery
• Database system operations know how (multi-cloud)

private cloud managed services provider demonstrating

EOE AA M/F/Vet/Disability:

Requisition ID: 394391 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.