SAP Product Delivery Lead

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Employer: confidential
Domain:
  • Customer Support - Client Service
  • IT Software
  • Job type: full-time
    Job level: > 5 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 26.04.2018
    Requirements

    Required
    * Minimum 7 years of hands on experience in installation, upgrade and support of SAP BASIS NetWeaver environments
    * SAP HANA Enterprise Cloud installation, migration, support
    * Hands on experience of HANA, Sybase, Oracle, DB2 and SQL Server databases
    * Hands on experience supporting SAP products like Enterprise Portal (EP),Business Intelligence (BI), Master Data Governance (MDG), Supplier Relationship Management (SRM),Customer Relationship Management (CRM),Supply Chain Management (SCM), Business Objects (BOBJ), Data Services (DS), Fiori, F&R, etc.
    * Experience in setting up High Availability and Disaster Recovery Systems
    * Experience in Infrastructure Basis Tasks like Performance analysis, SAP Transport Management System (STMS) configuration and administration, Language installations, SAP Client copy and deletion, Support Pack Stack (SPS) , S4HANA, Install and maintain add-ons etc.
    * Experience in Configuring Solution Manager and Monitoring tasks like Computing Center Management System (CCMS), Solution Manager Administration, Early Watch Alert application etc.
    * Setup and management of Backup - recovery, Disaster Recovery, High Availability environments
    * Manage SAP landscape configuration documentation
    * Experience working in AIX, Linux and Windows operating systems.
    * Scripting /Automation skills,
    Nice to have Skills:
    * Demonstrated skills in communication and customer management with ability to work with a global team in a multi vendor/multi customer environment
    * Ability to effectively present technical proposals and analysis to senior management
    * Demonstrated understanding of service management concepts, SLAs, performance metrics, root cause analysis and remediation
    * Experience in planning, leading and coordinating complex changes
    * Proactively maintaining the landscape and giving expert recommendation to customers
    * Good Documentation skills to identify and develop standard operating procedures, as well as scripts to improve service delivery

    Responsibilities

    The SAP Product Delivery Lead will be the delivery focal for management and delivery of SAP BASIS and HANA Operational Support services for multiple SAP customers. The candidate will provide technical leadership to the extended SAP team working on the customer requests. This role involves 80% hands on SAP Basis and HANA administration for complex installations.

    Key Responsibilities:
    * Manage the day to day delivery of SAP operational support services
    * Point of contact for SAP technical escalations
    * Hands on support of SAP Applications and ensuring Incident, Problem and Change Management Service Level Agreements (SLAs) attainment
    * Manage the interaction and communication with the client and project executives
    * Attend service review meetings covering performance, service improvements, quality and processes
    * Point of escalation for delivery and technical issues
    * Interface with all delivery competencies including application, database, OS, backup and recovery, shared infrastructure and service center to resolve issues
    * Drive resolution and prevention plans for systemic and chronic issues
    * Work with senior customer leadership to set and manage expectations, handle escalations and provide technical advisory leadership
    * Own end-end customer satisfaction.