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Our goal is to strengthen the brand in Spain. We are looking for you to work as SAP Basis Consultant!
Technical Expertise:
- Must have exposure to SAP Basis, SAP S/4HANA, and cloud platforms like Azure and AWS in the context of SAP Greenfield and Brownfield customers.
- Strong knowledge of IT Service Management, SAP Basis, and SAP Application.
- Hands-on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers.
- Advanced knowledge of SAP Basis, SAP S/4HANA, and cloud services (e.G., Azure, AWS, GCP).
- Knowledge of HA/DR (SDDR, LDDR, RTO, RPO) is essential.
Customer Focus and Communication :
- Excellent customer focus, networking, and relationship-building skills.
- Results-driven mindset with effective decision-making abilities.
- Deliver effective customer communication using digital mediums to achieve high customer satisfaction.
Organizational Skills:
- Self-organized and capable of managing their own workload effectively.
- Experience in handling escalations and working with cross-cultural and cross-functional teams.
- Familiarity with ECS operations infrastructure, processes, and automation tools such as SPC and TIC.
- Proficiency in project management fundamentals, ITIL, Lean Fundamentals, cloud architecture, and IT technical infrastructure.
Work Experience:
- An engineering graduate with a strong background in SAP technical consulting.
- At least 2 years in a customer-facing role (e.G., consulting, IT support, IT services).
Role & Responsibilities:
End-to-End Customer Engagement:
- Manage end-to-end customer engagement and delivery of contractual agreements and services, with a focus on SAP S/4HANA private cloud edition deliverables.
- Support customers' day-to-day operations, including technical and infrastructure aspects like IP ranges, load balancer setup requirements, and VPN networks.
- Supports DR external Testing and validation for customers
- Handle support tickets, bridging customer queries and requirements with the technical operations team.
Service Delivery and Support:
- Orchestrate overall service delivery according to agreed SLAs and KPIs.
- Provide technical guidance and address customer queries throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
- Proactively monitor tickets, handle issues, and communicate regularly and transparently with customers.
- Contribute to customer daily operational activities, release upgrades, and maintenance activities.
- Execute and support problem management and continuous improvement efforts.
- Handle commercial additional service requests and Supports commercial change requests.
- Executes and supports problem management and continuous improvement.
- Contributes to customer release and maintenance activities.
Customer Satisfaction and Escalation Management:
- Maintain customer satisfaction through issue mitigation, escalation management, and helping customers maximize the value of their partnership with SAP.
- Support de-escalation of critical customer situations and review SLA service credit cases.
- Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable.
- Facilitate DR external testing and validation for customers.
Stakeholder Collaboration :
- Liaise with various SAP stakeholders, including Sales, Presales, Renewals teams, and Customer Success Partners, to ensure customer success.
- Work seamlessly with SAP Enterprise Cloud Services internal delivery teams throughout the customer engagement lifecycle.
- Review