Requisition ID: 196702
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That's why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives.
HEC Technology Consultant
PURPOSE AND OBJECTIVES
Within the Product & Innovation (P&I) board area, the mission of HEC (HANA Enterprise Cloud) Delivery organization is to run the HANA Enterprise Cloud and drive SAP HANA adoption and scale; provide Enterprise-class cloud offering for mission critical operations; and run real-time cloud platform, infrastructure, and managed services, focusing on fast time-to-value at reduced cost and risk.
HEC Delivery is delivering and running customers SAP Systems. We deliver services from all regions (EMEA/AMER/APJ/MEE) having a strong international focus and cultural diversity. Our organization is expanding its delivery and support team in the Americas time zone.
EXPECTATIONS AND TASKS
As HEC Technology Consultant, you will be responsible for the:
Entire lifecycle management of assigned HEC customers to ensure contractual obligation and SLA requirements
Fully understand the HEC Cloud portfolio of products to support and ability to deliver service catalog offering; can also function as a "go-to" resource for within the team
Responsible for non-standard system builds, service requests, change requests, build quality check, go-live health check, operations performance optimization, DR readiness/internal/external tests, and customer specific projects
Assist HEC Delivery units/project team/consulting on technical queries and issues
Ability to "jump into" critical customer down, escalations or severe performance situations and provide excellent technical expertise and troubleshooting skills
Collaborate with different teams from within the HEC Delivery organization and outside to ensure excellent customer satisfaction; this includes interfacing with customers
May be required to work on weekends, off-hours, and be on-call rotation; flexibility is a must
Excellent written, verbal communication and presentation skills to effectively communicate and escalate issues
Ability to work under pressure and constantly add value to customer and within organization
Provide good technical documentation and be an owner of repository knowledge within your expert domain
As a Basis Technology Expert for customer systems and perform Basis duties to ensure stability, compliancy, and optimal performance operations.
Ability to assist to perform and drive root cause analysis to completion and implement RCA recommendations/Problem Management top issues.
Able to articulate technical details to non-technical audience such as customer with great clear and concise confidence
Maintain high level of standards and quality of technical work and customer interaction
As a Subject Matter Expert, you will be responsible for the:
Provide technical and architectural support from operations perspective for Business Analytics (BI Platform, Web Intelligence, Analysis for MS office, Lumira, BO Mobile) and Data Analytics (SAP Data Services, SAP Information Steward)
As a SPOC SME, support for critical/escalated customers. Owner of guided troubleshooting procedure
Continuous improvement on monitoring metrics and thresholds
Engage in Customer Specific Projects with upgrades, operations readiness/optimization,
Perform root cause analysis in support of Zero Outage Room and drive top issue creation and implementation
Develop Know-How best practices for addressing operations gaps and come up with solutions in collaborating with internal and external teams
Participate in Operational efficiency (TCO) improvement projects
Conduct knowledge transfer sessions for L3/L2 delivery teams
Mentor and Guide junior members of the team
Have "out-of-box" thinking mentality when providing technical recommendations and/or resolutions to our HEC Innovation customers
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
Bachelor's degree or higher in one of the following areas: Computer Science, Engineering, Information Management
Solid know-how on SAP Technologies (SAP BI certification highly beneficial)
Experience in the key technical areas SAP BI, HANA DB, Sybase ASE and technical monitoring with SAP Solution Manager
Good knowledge of network and virtual technologies (load-balancer, virtual machine)
Strong capabilities in the area of technical documentation.
Ability to work effectively in international and virtual teams
Capacity to continuously acquire new knowledge in an independent, proactive way
Good analytical and solution oriented thinking
Very good communication and networking skills
Strong customer service focus
Experience in working with cross-cultural teams or individuals
Around 3+ years of overall SAP Basis Technology/Business Analytics administration and support/operations experience, with a successful delivery track record.
Strong working knowledge in UNIX/Linux and Windows operating system platforms
Strong working knowledge in technical documentation and knowledge productization
Project member experience in an international environment
SME in the current technical support area.
Should have had delivery ownership roles.
Knowledge & Experience on SAP NetWeaver Administration/ Operations is an added advantage.
Hands on experience with expert knowledge of Unix/Linux flavors.
Should be capable of Owning, Leading and coordinate operational tasks, customer escalations, process improvements.
NSQ, PA/San Ramon, CA
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own.
A career at SAP can open many doors for you. If you're searching for a company that's dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment apply now.
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team. (Americas:Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Additional Locations: Virtual
Nearest Major Market: Philadelphia
Job Segment: ERP, Consulting, Database, Engineer, Computer Science, Technology, Engineering