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:
* Ensure service delivery according to SLAs and KPIs.
* Provide technical guidance and address customer queries throughout their lifecycle within SAP Enterprise Cloud Services.
* Proactively monitor tickets, resolve issues, and communicate with customers.
* Participate in customer operational activities, release upgrades, and maintenance.
* Support problem management and continuous improvement.
* Handle additional service requests and support change requests.
Customer Satisfaction and Escalation Management:
* Maintain customer satisfaction through issue mitigation and escalation management.
* Support de-escalation of critical situations and review SLA service credit cases.
* Assist in critical customer situations with Major Incident Management, SAP Enterprise Cloud Services teams, and SAP Support.
* Facilitate DR external testing and validation.
Stakeholder Collaboration:
* Coordinate with SAP stakeholders like Sales, Presales, Renewals, and Customer Success Partners.
* Work with SAP internal delivery teams throughout the customer engagement lifecycle.
* Review account status for potential transition based on growth or complexity.
About HCLTech:
We are a leading global tech company with 225,000+ employees across 60 countries, focusing on Digital, Engineering, and Cloud. We value diversity, creativity, and passion, striving for excellence and innovation.
Why Us?
* End-to-end digital transformation expertise, working with top brands.
* Investment in your growth through learning and career development.
* Flexible work environment promoting work-life balance.
* Global collaboration with colleagues worldwide.
* Recognition as a great place to work in multiple countries.
If you have a valid disability certificate, please contact us.
HCL values diversity and inclusion, aiming to attract and retain diverse profiles as a source of innovation. We are an equal opportunity employer and welcome all qualified applicants regardless of background or characteristic.
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