Enterprise Cloud Services Delivery Expert

22 hours ago

Toronto, Ontario, Canada SAP Full time
About SAP
SAP, a global market leader in enterprise application software, empowers organizations to run better. With over 400,000 customers worldwide, our cloud company offers end-to-end business application software and related services.

Our Product Engineering (PE) board area is dedicated to paving the path for the future of SAP by delivering managed services experiences during customer cloud transformation journeys. We strive to provide a spectrum of cloud deployment options for our customers through our infrastructure, partners, and public cloud infrastructures.

About the Role
This role plays a pivotal part within the SAP Enterprise Cloud Services (ECS) organization. As a trusted advisor, you will safeguard and optimize customers' investments in SAP Enterprise Cloud Services. Your primary point of contact with delivery teams will ensure seamless collaboration, and you will be responsible for creating activity plans together with Customer Delivery Managers and addressing technical delivery challenges throughout the customer lifecycle.

Key Responsibilities:
  • You will act as the interface for the ECS delivery team with customer CDMs/TSMs, planning service requests and support throughout the request lifecycle.
  • Possess a comprehensive understanding of the customer's business, goals, and challenges to offer innovative solutions and recommendations.
  • Serve as an escalation point for technical issues related to the ECS customer landscape.
  • Acknowledge the EOS delivery teams as the primary contact in various service areas - Service Request Fulfilment, Incident Management, Event Management, and Problem Management.

About You
To succeed in this role, you will have solid hands-on experience with SAP technologies like SAP NetWeaver, Web Dispatcher, BusinessObjects solutions, Convergent Charging, Convergent Mediation, OpenText, etc. You will also possess sound knowledge of Hyperscalers, networks, and virtual technologies, including load balancers and virtual machines. In addition, you will need to have solid expertise and hands-on experience in SAP Technologies and Products (SAP certification preferred).

You should be able to manage operational tasks, handle customer escalations, and drive process improvements. You must thrive in a high-pressure environment and consistently add value to customers and the organization. Extensive experience in collaborating with cross-cultural teams, both international and virtual, to achieve seamless project delivery is also required. Furthermore, you will collaborate with Product Development and support for roadmap, feature, and bug fixes. Analytical and solution-oriented thinking skills are necessary, along with excellent written and verbal communication skills in English.

Requirements:
  • Bachelor's degree or higher in Computer Science, Engineering, or Information Management.
  • 9+ years of experience in the IT industry, with a primary focus on SAP technology (BASIS).
  • Minimum of 5 years of experience in a technical role, with a demonstrated ability to manage a variety of SAP products running on SAP HANA/Sybase.
  • Advanced technical background in Linux-based server operating systems.
  • Project management skills to efficiently handle customer projects and resolve issues would be desirable.

We Offer
SAP is proud to be an equal opportunity workplace. Our culture of inclusion focuses on health and well-being, flexible working models, and empowering everyone to bring out their best. We believe we are made stronger by unique capabilities and qualities, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

Targeted annualized combined salary range: 88,700 - 185,400 CAD.

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