Senior Service Execution Specialist, SAP ECS - Enhanced Operations Service

Senior EOS Service Execution Specialist

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.

As a Senior EOS Service Execution Specialist you are responsible for:

• Ensure the execution of planned changes requested by customers are completed as per the activity schedule, tracking, and achieving various ambitious service KPI and SLA's.
• Immediate execution of customer service request which are critical during special phases of the customer life cycle.
• Quick responses during escalations, ensure no service requests are impacted in the delivery phase, identifying and driving initiatives to improve the customer operations.
• Analyse customer feedback on the service request execution quality and bring about changes in a more structured and time bound manner.
• Drive feedback relevant to procedure and process with relevant teams and drive it to completion.
• Coordinate and orchestrate the work between the various teams with strong collaboration with other units within and outside Enterprise Cloud Service units.
• Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery.
• Process improvement initiatives for daily operational activities.
• Streamline standard operating procedures by focusing on automation enhancements.

What you bring:

• Excellent hands-on experience in one of the areas like SAP Basis, Lifecycle events (Upgrades / Updates), SAP Project Management.
• Hands-on experience with SAP technologies like SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE).
• Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support is an added advantage.
• Working knowledge on Application Security, System Copies, DB export-import, and disaster recovery strategy, client administration.
• Experience in working with Linux pacemaker environment is essential.
• Bachelor's degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
• 8 to 12 years of work experience as a Technical SAP NetWeaver Consultant (ABAP and Java Basis Administration).
• Hands-on experience with SAP Business Objects Products (BOBI, BODS etc.).
• Hands-on experience in UNIX/Linux OS, HANA and Sybase ASE Database relevant.
• Working knowledge of Network and Storage.
• Basic knowledge of one or more of the following products are preferred: Content Server, Convergent Charging, MDM, GK Software, OpenText, SAP Cloud Connector, TOMCAT, IDM, SCM Optimizer, SAP Mobile Platform, TREX, Business Connector.
• Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP).
• Experience working in an international environment, being able to work effectively with international and virtual teams.
• Capable in technical documentation and creation of knowledge-based assets (KBAs).
• Ability to continuously acquire new knowledge proactively and independently.
• Analytical and solution-oriented thinking.
• Exposure to the ITIL framework.
• Strong customer service focus with Customer first Mindset.

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.

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.

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. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, 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.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.

SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 113,500 - 192,900 CAD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process.

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.