Senior Cloud Engagement Specialist
hace 4 días
We are seeking a highly skilled Senior Cloud Engagement Specialist to join our SAP Enterprise Cloud Services team. This role will be responsible for driving sales to delivery handover and customer onboarding, covering all technical and project aspects.
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
- Support tickets handling, bridging customer queries and requirements from technical operations team
- Ensure periodic service reviews to track the service quality across a range of customers
- Orchestrate the 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
- Contribute 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
Requirements:
- 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
We offer an estimated annual salary of $85,000-$110,000 based on location and experience.
About Us
SAP is a leading provider of enterprise software solutions that help organizations run better. Our company culture is focused on innovation, teamwork, and customer satisfaction.
Benefits
- Competitive salary and bonus structure
- Comprehensive benefits package including health insurance, retirement plan, and paid time off
- Ongoing training and development opportunities
- Collaborative and dynamic work environment
How to Apply
Please submit your resume and cover letter to apply for this position.
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