SAP Technical Service Manager SAP Enterprise Cloud Services ECS 

Malaysia, Kuala Lumpur 

359046862

EXPECTATIONS AND TASKS

• Primary contact for the customer regarding technology discussions
• Escalation point for technical issues for the ECS customer landscape
• Gain deep understanding of customer landscape and its interfaces.
• Understand the customer business, goals and challenges in order to suggest solutions/innovation.
• Advise customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle in ECS.
• Primary technical point of contact for Client Delivery Manager (CDM)
• Identifies and positions services that deliver value to the customer from the existing ECS portfolio.
• Visit customer on-site for special situations.
• Support customer’s Intelligent Enterprise transformation by acting as technical consultant.
• Work with internal ECS delivery units to derive the long-term account vision and executable service plans

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information management.
• Solid know-how on SAP Technologies and Products (SAP certification preferred).
• Strong customer service focus.
• Good analytical and solution-oriented thinking
• Excellent written, verbal communication and presentation skills in English
• Should be able to own, lead and coordinate operational tasks, customer escalations, process improvements.
• Able to articulate technical details to non-technical audience such as customer with great clear and concise confidence.
• Good knowledge on network and virtual technologies (load-balancer, virtual machine).
• Ability to work under pressure and constantly add value to customer and within organization.
• Experience in working with cross-cultural teams (international and virtual teams) and get work done smoothly from them.

WORK EXPERIENCE

• Minimum 9 years of experience in SAP Technical Administration (BASIS)
• Minimum 5 years of experience in customer facing role on technical topics and should have excellent command on de-escalating the critical situations.
• Having technical project management experience, ITIL knowledge and/or certification is plus.

​