Digital Customer Engagement Manager - SAP Basis Technical Consultant
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The Role of Private Cloud Customer Centre
The charter of Private Cloud Customer Centre is to ensure seamless adoption of the new RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model.
Your Key Responsibilities
1. You will be responsible for E2E virtual customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.
2. You will drive sales to delivery handover and customer onboarding, covering all technical and project aspects like IP ranges, Load Balancer setup requirements, VPN networks and more.
3. You will support tickets handling, bridging customer queries and requirements from technical operations team.
4. You will ensure periodic service reviews to track the service quality across a range of customers.
5. You will orchestrate the overall service delivery according to agreed SLAs and KPIs.
6. You will support customers on technical queries & requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
7. You will proactively monitor, handle and resolve customer tickets with regular and transparent communication.
8. You will support de-escalations of critical customer situations & review SLA service credit cases.
9. You will contribute to customer Go-Lives, Release Upgrade and maintenance activities.
10. You will execute and support problem management and continuous improvement.
11. You will support customer satisfaction surveys & commercial change requests.
12. You will contribute to liaison with different SAP stakeholders e.g. Sales, Presales, Renewals teams, esp. Customer success partner involved in the accounts, to ensure customer success.
Your Requirements
1. You should be an engineering graduate with 5+ years of work experience as a SAP technical consultant in a customer-facing/supporting role.
2. You should have strong knowledge of SAP Basis, SAP ERP modules and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle.
3. You should have hands-on experience with SAP Basis activities, technical support in Cloud environments esp. with hyperscalers.
4. You should have technical and application expertise for different cloud solutions (S/4HANA or another private cloud).
5. You should have a good understanding of infrastructure operations & processes and understanding of escalation handling and procedures.
6. You should be experienced in working with cross-cultural and cross-functional teams or individuals.
About Us
The SAP Enterprise Cloud Services (ECS) is building the bridge for SAP customers towards cloud, closely helping them through this transformation.
SAP Innovations
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.
Inclusion at SAP
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best.
SAP is an Equal Opportunity Employer committed to diversity and inclusion. Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.