IT Technology Services Specialist- EOS Operations Specialist

About the Role Enhanced Operations Service Specialist plays a pivotal role within the SAP ECS – Enhanced Operations Service (EOS) organization, serving as a trusted advisor responsible for safeguarding and optimizing strategic customers’ investments in SAP Enterprise Cloud Services. What You’ll Do As an Enhanced Operations Service Specialist you are responsible for: Ensuring day‑to‑day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA’s. Quick responses during escalations, taking 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 request execution failures, and other issues – continuous improvement methodologies. Analyse root‑causes of 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. Provide proactive operation services for the customer and service on‑demand with improvement plans to all stakeholders involving the customer. What You Bring 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 SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE). Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support. Application Security, backup and recovery strategies, performance tuning, system copies, export‑import, high availability, and disaster recovery strategy, export‑import. Experience in problem management, root cause analysis methodologies. 8+ years of related professional experience. Bachelor’s degree or higher in Computer Science, Engineering, Information Technologies Management. Professional certification of SAP BASIS, Business Object with exposure to project management tasks including PMP and ITIL certification. Cloud knowledge (e.g., experience of working in public cloud domains like Microsoft Azure, AWS and GCP). Capacity to continuously acquire new knowledge in an independent and proactive way. Good analytical and solution‑oriented thinking. Very good communication and networking skills. Experience of safeguarding customer relationship. Strong customer service focus. Very good English language skill. Salary & Benefits The targeted combined range for this position is 140,000 – 190,000 CAD. The actual amount to be offered will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc., as determined through the selection process. A summary of benefits and eligibility requirements can be found by clicking this link: www.SAPNorthAmericaBenefits.com. Travel & Location Expected travel: 0 – 10%. Position based in Canada; functional proficiency in English is required for positions based in Quebec. Additional Information AI Usage in the Recruitment Process: For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Violation of these guidelines may result in disqualification from the hiring process. Equal Employment Opportunity Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. #J-18808-Ljbffr