SAP Enterprise Cloud Solutions Lead

7 days ago


Ottawa, Ontario, Canada SAP SE Full time

About SAP Enterprise Cloud Solutions

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SAP SE is a global leader in enterprise software and solutions. Our mission is to help the world run better by enabling our customers to bring out their best.

We offer a highly collaborative 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.

Job Summary

The ECS Delivery Technical Operations teams run the HANA Enterprise Cloud and are responsible for the operation of OS, Databases, and Applications as well as to provide 24/7 support for our customers.

You will be part of the Applications Root Cause Analysis team, which follows up on outages, failed service requests, customer escalations, and other IT problems. You will analyze the technical root and collaborate closely with other teams like product development or technical support.

Key Responsibilities

  • Analyze technical root causes of issues and collaborate with other teams to resolve them
  • Act as an escalation contact in case of customer concerns, supported by the corresponding experts of the global application team
  • Provide hands-on operations support in escalated or complex cases
  • Identify & drive initiatives to increase quality of cloud operations, reduce outages, improve efficiency, and collaboration
  • Ensure agreed deliverables, e.g. improvement action items, are delivered on time and reoccurring problem patterns are identified and addressed in projects

Requirements

Technical Skills

  • Solid hands-on understanding of SAP application technology used by ECS, especially the S/4HANA and SAP ABAP platform from a Basis technology perspective (SAP NetWeaver certification highly beneficial)
  • Experience in at least one non-NetWeaver technology: BOBJ, SAP Cloud Connector, Convergent Charging, OpenText, HANA XSA, Kubernetes/SAP Gardener, etc.

Soft Skills

  • Ability to communicate with customers on technical, service, and operations topics, and handle escalated customer cases at the management level
  • Cloud and Customer Mindset with previous experience in Cloud Operations or Support organizations for private or public cloud offerings
  • Strong understanding of the processes and working models of SAP Enterprise Cloud Services
  • Excellent networking and communication skills towards stakeholders inside and outside SAP
  • Very good English language skills
  • 8+ years relevant IT experience


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