Customer Engagement Manager SAP Basis Technical Consultant
- SAP
- 5 - 10 years
- Bengaluru
- 2 months ago
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Job Description
We help the world run betterAt 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
HowWe 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
What Youll Do
The Digital Customer Engagement Manager (dCEM) is 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
This role is to serve the European customers and therefore requires the candidate to perform in European time-zone
Drives Sales to delivery handover and customer onboarding, covering all technical and project aspects like IP ranges, Load Balancer setup requirements, VPN networks and more
Support tickets handling, bridging customer queries and requirements from technical operations team
Ensures periodic service reviews to track the service quality across a range of customers
Orchestrates the overall service delivery according to agreed SLAs and KPIs
Supports customers on technical queries & requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
Proactive ticket monitoring, handling and issue resolution for customers with regular and transparent communication
Supports de-escalations of critical customer situations & reviews SLA service credit cases
Contributes to customer Go-Lives, Release Upgrade and maintenance activities
Executes and supports problem management and continuous improvement
Supports customer satisfaction surveys & commercial change requests
Contributes to the liaison with different SAP stakeholders e g Sales, Presales, Renewals teams, esp
Customer success partner involved in the accounts, to ensure customer success
Work in European time-zone
What Youll Bring
Engineering graduate with 3+ years of work experience as a SAP technical consultant in a customer facing/supporting role (IT services in Cloud environment, consulting, IT BASIS support)
Strong knowledge of SAP Basis, SAP ERP modules and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle
Strong hands-on experience with SAP Basis activities, technical support in Cloud environments esp
with hyperscalers, OS/DB migration SAP release upgrades and infrastructure updates for cloud customers
Technical and application expertise for different cloud solutions (S/4HANA or another private cloud)
Database Administrator ->provides professional expertise and practical assistance in terms of database system management and IT data use in order for them to comply with the IT requirements at any time throughout lifecycle, pursuant to the defined quality criteria
Good understanding of infrastructure operations & processes and understanding of escalation handling and procedures
Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making skills
Experienced in working with cross-cultural and cross-functional teams or individuals
Meet the team
The SAP Enterprise Cloud Services (ECS) is building the bridge for SAP customers towards cloud, closely helping them through this transformation
One of the main tasks ECS is offering and providing real-time cloud platform operation, infrastructure and managed services focusing on fast time-to-value at reduced cost and risk
The mission of the Client Delivery Engagement Shared Services unit in ECS is to help our customers adopt the S/4H Private Cloud solution seamlessly and effectively, using standardized and automated delivery approaches by a scalable team engagement and technical roles
#SAPECSCareers
Bring out your best
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
Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves
At SAP, you can bring out your best
We win with inclusion
SAPs 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
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: Ca****s@*** com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy
Specific conditions may apply for roles in Vocational Training
EOE AA M/F/Vet/Disability Successful candidates might be required to undergo a background verification with an external vendor
Requisition ID: 407993 | Work Area: Information Technology | Expected Travel: 0 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations:
Job Classification
Industry: Software ProductFunctional Area / Department: Consulting
Role Category: IT Consulting
Role: Technical Consultant
Employement Type: Full time
Contact Details:
Company: SAPLocation(s): Bengaluru
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Keyskills: cloud environment oracle relationship building sap erp networking customer focus
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