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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 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, focusing on SAP S/4HANA private cloud edition.
* Support customers' daily operations, including technical and infrastructure aspects like IP ranges, load balancer setup, and VPN networks.
* Support DR external testing and validation for customers.
* Handle support tickets, bridging customer queries with the technical operations team.
Service Delivery and Support:
* Coordinate service delivery according to SLAs and KPIs.
* Provide technical guidance and address customer queries throughout their lifecycle within SAP Enterprise Cloud Services.
* Monitor tickets, handle issues, and communicate proactively with customers.
* Contribute to operational activities, release upgrades, and maintenance.
* Support problem management and continuous improvement initiatives.
* Manage additional service requests and support change requests.
Customer Satisfaction and Escalation Management:
* Maintain customer satisfaction through issue resolution, escalation management, and maximizing partnership value.
* Support de-escalation of critical situations and review SLA service credit cases.
* Assist in critical situations with MIM, SAP Enterprise Cloud Services, and SAP Product Support teams.
* Facilitate DR testing and validation for customers.
Stakeholder Collaboration:
* Liaise with SAP stakeholders including Sales, Presales, and Customer Success Partners.
* Coordinate with internal delivery teams during the customer engagement lifecycle.
* Review account status and determine if transition is needed based on growth.
About HCLTech:
We are HCLTech, a fast-growing global tech company with over 225,000 employees across 60 countries, focusing on Digital, Engineering, and Cloud solutions. Our diverse, passionate team drives innovation and excellence.
We invest in your growth with learning and career development opportunities, offering a flexible, virtual-first work environment that promotes work-life balance. Our company values diversity, inclusion, and employee recognition, making us a top employer in multiple countries including Romania.
If you have a valid disability certificate, please contact us.
HCL is committed to diversity and inclusion, attracting and retaining diverse profiles as a source of innovation. We are an equal opportunity employer, considering all qualified applicants without regard to any protected characteristic.
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