Cloud Transformation Specialist
hace 1 semana
Company Overview
The Private Cloud Customer Centre at SAP is dedicated to ensuring seamless adoption of the RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model.
Job Description
We are seeking an experienced Digital Customer Engagement Manager to join our team. The successful candidate will be responsible for end-to-end 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.
Key Responsibilities:
- 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.
- Handle support tickets, bridging customer queries and requirements from the technical operations team.
- Ensure periodic service reviews to track service quality across a range of customers.
- Orchestrate overall service delivery according to agreed SLAs and KPIs.
- Support 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.
- Support de-escalations of critical customer situations & reviews SLA service credit cases.
- Contribute to customer Go-Lives, Release Upgrade, and maintenance activities.
- Execute and support problem management and continuous improvement.
- Support customer satisfaction surveys & commercial change requests.
What You'll Bring
To succeed in this role, you will need:
- An engineering graduate degree 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, especially 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).
- A good understanding of infrastructure operations & processes and understanding of escalation handling and procedures.
Salary
The estimated salary for this role is $120,000 - $150,000 per annum, depending on location and experience.
Benefits
SAP offers 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.
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