SAP Basis Consultant
hace 23 horas
Granada
Our goal is to strengthen the brand in Spain. We are looking for you to work as SAP Basis Consultant! Technical Expertise: • Must have exposure to SAP Basis, SAP S/4HANA, and cloud platforms like Azure and AWS in the context of SAP Greenfield and Brownfield customers., • Strong knowledge of IT Service Management, SAP Basis, and SAP Application., • Hands-on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers., • Advanced knowledge of SAP Basis, SAP S/4HANA, and cloud services (e.g., Azure, AWS, GCP)., • Knowledge of HA/DR (SDDR, LDDR, RTO, RPO) is essential. Customer Focus and Communication : • Excellent customer focus, networking, and relationship-building skills., • Results-driven mindset with effective decision-making abilities., • Deliver effective customer communication using digital mediums to achieve high customer satisfaction. Organizational Skills: • Self-organized and capable of managing their own workload effectively., • Experience in handling escalations and working with cross-cultural and cross-functional teams., • Familiarity with ECS operations infrastructure, processes, and automation tools such as SPC and TIC., • Proficiency in project management fundamentals, ITIL, Lean Fundamentals, cloud architecture, and IT technical infrastructure. Work Experience: • An engineering graduate with a strong background in SAP technical consulting., • At least 2 years in a customer-facing role (e.g., consulting, IT support, IT services). Role & Responsibilities: End-to-End Customer Engagement: • Manage end-to-end customer engagement and delivery of contractual agreements and services, with a focus on SAP S/4HANA private cloud edition deliverables., • Support customers' day-to-day operations, including technical and infrastructure aspects like IP ranges, load balancer setup requirements, and VPN networks., • Supports DR external Testing and validation for customers, • Handle support tickets, bridging customer queries and requirements with the technical operations team. Service Delivery and Support: • Orchestrate overall service delivery according to agreed SLAs and KPIs., • Provide technical guidance and address customer queries throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement., • Proactively monitor tickets, handle issues, and communicate regularly and transparently with customers., • Contribute to customer daily operational activities, release upgrades, and maintenance activities., • Execute and support problem management and continuous improvement efforts., • Handle commercial additional service requests and Supports commercial change requests., • Executes and supports problem management and continuous improvement., • Contributes to customer release and maintenance activities. Customer Satisfaction and Escalation Management: • Maintain customer satisfaction through issue mitigation, escalation management, and helping customers maximize the value of their partnership with SAP., • Support de-escalation of critical customer situations and review SLA service credit cases., • Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable., • Facilitate DR external testing and validation for customers., • Conduct customer satisfaction surveys. Stakeholder Collaboration : • Liaise with various SAP stakeholders, including Sales, Presales, Renewals teams, and Customer Success Partners, to ensure customer success., • Work seamlessly with SAP Enterprise Cloud Services internal delivery teams throughout the customer engagement lifecycle., • Review