SAP Basis Performance Expert, Enhanced Operations

1 week ago

Toronto, Canada SAP Full time

**We help the world run better**

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

**RISE with SAP **brings together the solutions and services our customers need for a true business transformation, in one package, in the way that works best for them. We know that transformation is a journey, not a destination, so RISE with SAP allows customers to change not only once, but to continually transform - with SAP alongside them during every step of the way.
**RISE with SAP S/4HANA Cloud**, private edition is one of the key deployment options for our customers cloud transformation. It provides a comprehensive cloud infrastructure and managed service offerings to our customers as an essential part of the overall Cloud Strategy of SAP. This enables customers to safeguard their existing SAP ERP investment, while benefiting from a new level of flexibility - tailoring the software to meet their specific needs, retaining company-specific configurations and customizations of their SAP ERP system, and accessing the latest capabilities that give their company a competitive advantage.
Within the **Customer Services & Delivery** (CS&D) Board area, the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP’s private cloud offering.

**The Enhanced Operation Service **is part of SAP Enterprise Cloud Services Delivery organization. This is a dedicated team which will focus on leading and optimizing strategic customers’ end-to-end delivery and operation model, during the customer’s cloud transformation journey. We provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud infrastructures.

**What you'll do**:
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.
We are looking for an experienced SAP technology professional expert for the Enhanced Operations Service (EOS) team who should have a proven track record in at least in one of the areas like SAP Basis, HANA DB, Server management, Critical Situation Handling, Project Management, with a strong technical and process background.

**A customer first mindset is a must.**

As an Enhanced Operations Service Specialist - you are responsible for:
1. Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA’s.
2. Quick responses during escalations, take 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.
3. Perform comprehensive performance assessments (memory, disk I/O, IOPS, CPU utilization etc) for SAP systems running on Hyperscalers platform utilizing various performance tools.
4. Assist EOS operations support for any ongoing performance issues in customer production systems.
5. Oversee performance testing, benchmarking for new IT stack (HANA + OS) to find performance issue before sign-off for production implementation using data-driven approach.
7. Collaborate with ECS Service Engineering, Client Delivery Management, EOS Operations, HANA development and Customer to optimize system configurations, parameters, and resource allocation to maximize performance and scalability.
8. Document performance test results, optimization processes, and recommendations for knowledge sharing and upskilling the team.
9. Monitor production system performance, help team to proactively identify issues, and provide recommendations to maintain optimal performance levels.
10. Root Cause analysis for Service requests failures/outages, performance issues - continuous improvement methodologies
11. Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery
12. Streamline standard operating procedures by focussing on automation enhancements.
13. Proactive Operation services for the customer and service on-demand with timely alert reduction program to all the 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 prod

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