Cloud Solutions Technical Manager
hace 1 día
**About Us**
SAP SE is a leading provider of enterprise software solutions. Our company culture focuses on innovation, collaboration, and employee growth.
We offer a caring team environment with opportunities for learning and development. Recognize individual contributions and provide various benefits to choose from.
The Private Cloud Customer Centre
The charter of the Private Cloud Customer Centre is to ensure seamless adoption of SAP S/4HANA Private Cloud Edition by customers through a Shared Services model.
Your Responsibilities
The Digital Customer Engagement Manager (dCEM) is responsible for E2E virtual customer engagement and delivery of contractual agreements and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.
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.
Support tickets handling, bridging customer queries and requirements from technical operations teams.
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 and 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.
Contribute to liaison with different SAP stakeholders e.g. Sales, Presales, Renewals teams, esp. Customer Success Partner involved in the accounts, to ensure customer success.
About You
An 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).
A strong knowledge of SAP Basis, SAP ERP modules, and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle.
A 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.
Techincal 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.
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