You will be responsible to drive continuous improvement to increase operation, availability and efficiency. Infrastructure landscape re-architecture and new technology adoption is another important part. Global thinking and a strong customer focus are essential.
EXPECTATIONS AND TASKS
- Avoid customer going to Red, Structural work to avoid escalations, using early warning dashboard
- Drive continuous improvement in the area of ECS architecture, ECS delivery and tools enhancement
- De-escalation of already escalated customer. (RED customer & Potential RED customer)
- De-escalate the customer by addressing the specific concerns from customer and by creating “RED” to “Green” plan.
- Regional SWAT team will engage directly with the customer along with CDM and TSM to de-escalate a customer situation
SKILLS AND COMPETENCIES
- Solid hands-on experience with SAP technologies like SAP NetWeaver, Web Dispatcher, Business Objects solutions, Convergent Charging, Convergent Mediation, Opentext etc.
- Exposure to the automation tools /scripting or processes
- Work experience in Cloud Operations for running applications systems on a large scale
- Experience in ITIL and IT Service Management processes such as Incident Management, Event Management / Monitoring, Change Request Management
- Experience in writing technical concepts, such as Knowable Base Articles, Wiki pages, Root Cause Analysis and BLOG entries etc.
- Experience in automation of monitoring or operational workflows
- Providing technical expertise and support in optimizing and tuning of Systems. Performance Optimization.
- Application Security, Backup and recovery strategies, performance tuning, System Copies, export-import, high availability, and disaster recovery strategy, export-import.
- Ready to learn other SAP product administrations like cloud connector, S4HANA etc
- Organize / Structure day2day documentation
EDUCATION AND QUALIFICATIONS
- 10+ years of related professional experience
- Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
- Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP)
- Professional Certification of SAP BASIS, Business Object with exposure to Project Management tasks including PMP and ITIL certification.