SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
PURPOSE AND OBJECTIVES
Within the Product & Innovation (P&I) board area, the mission of the Managed Cloud Delivery (MCD) organization is to run the HANA Enterprise Cloud and drive SAP HANA adoption and scale; provide Enterprise class cloud offering for mission critical operations; and run real-time cloud platform, infrastructure, and managed services, focusing on fast time-to-value at reduced cost and risk.
Managed Cloud Delivery is delivering and running customers SAP Systems. We deliver services from all regions (EMEA/AMER/APJ/MEE) having a strong international focus and cultural diversity. Our organization is expanding its delivery and support team across the globe.
EXPECTATIONS AND TASKS
Within MCD, Technical Lead is a very critical and important role and is part of Customer Facing Unit (CFU). Technical lead carries following responsibilities in MCD to provide great cloud experience to MCD customers.
Works as trusted technical advisor representing MCD in customer/partner/consulting discussions
Support Cloud Advisory Architect(CAA)s to identify customer future requirements
Works as feedback channel for customers in HEC providing improvement inputs to MCD cross delivery units (SE, Productization, Scalable Units).
Understands end to end business drivers for customers to be in cloud, translating it into technical requirements.
Follow-up and track technical HEC related issues
Evaluate (scope, effort, feasibility, complexity) and validate (given details are sufficient or not for execution, request approval and downtime) commercial change and service requests for ongoing customer operations
Support Engagement Lead and Project Lead in delivering customer services.
Collaborate with different teams from within the MCD organization and outside to ensure excellent customer
Ability to Own, Lead and coordinate operational tasks, customer escalations, process improvements.
May be required to work on weekends/off hours during critical customer escalations or go-lives. Flexibility is must.
Support delivery teams to perform and drive root cause analysis to completion
Maintain high level of standards and quality of technical consulting and customer interaction
Participate and contribute towards organization’s goals and objectives, collaborating with multiple teams and Solutions
Mentor and Guide junior members of the team
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information
Strong customer service focus.
Solid know-how on SAP Technologies and Products (SAP certification highly beneficial).
Excellent written, verbal communication and presentation skills to effectively communicate and escalate Issues in English and German.
Able to articulate technical details to non-technical audience such as customer with great clear and concise Confidence.
Good knowledge of network and virtual technologies (load-balancer, virtual machine).
Ability to work under pressure and constantly add value to customer and within organization.
Ability to work effectively in international and virtual teams and get work done smoothly from multiple teams in MCD.
Capacity to continuously acquire new knowledge in an independent, proactive way
Good analytical and solution oriented thinking
Experience in working with cross-cultural teams or individuals
Having project management experience is plus.
Minimum 3 years of SAP Technical Administration (Preferably in the domain of SAP Basis skill) and should have knowledge & experience on SAP NetWeaver Administration and Operations.
Minimum 1 year of experience in customer facing role and should have excellent command on de-escalating the critical situations.
Having ITIL knowledge and/or certification is plus.
Hands on experience with working knowledge of Unix/Linux flavors.
Hands on experience with working knowledge of SAP HANA and Sybase databases.
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own.
A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).
Successful candidates might be required to undergo a background verification with an external vendor.