We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

Summary

The mission of Enterprise Cloud Services (ECS) Delivery organization is to fully utilize the value of SAP’s integrated portfolio, while managing cloud operations and customer support (including SAP and partner-led engagements). We strive to provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud infrastructures. With a clear priority to drive the architecture and provision of a clean core, CS&D enables customers to adopt SAP’s innovation tailored to their specific business processes and data.

The RDE team will focus on de-escalation or escalation avoidance for ECS customers with the focus on “Go Green” plans. RDE team will have various technical experts who would collaborate with various SAP stakeholder and customers to drive de-escalation.

What you'll do

The Regional Delivery Senior Specialist plays a pivotal role within the SAP ECS – Regional Delivery Expert, serving as a trusted advisor responsible for safeguarding and optimizing strategic customers' investments in SAP Enterprise Cloud Services. We are looking for an experienced SAP technology professional expert for the regional delivery expert team who should have a proven track record in Administration in SAP ABAP and SAP products and Critical Situation Handling with a strong technical and process background Also having customer first mindset.

As Regional Delivery Expert - you are responsible for:

• Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA’s.

• Quick responses during escalations, take proactive steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for our customer system and Driving initiatives to standardize and simplify operations.

• Perform comprehensive performance assessments for the critical customer.

• Oversee performance testing, benchmarking for new IT stack (HANA + OS) to find performance issue before sign-off for production implementation using data-driven approach.

• Collaborate with ECS Service Engineering, Client Delivery Management, EOS Operations, Technical operation and Customer to optimize system configurations and landscape stability

• Proactively Monitor production system performance, help team to proactively identify issues, and provide recommendations to maintain optimal performance levels.

• Root Cause analysis for Service requests failures/outages, performance issues – continuous improvement methodologies

• Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery

• Streamline standard operating procedures by focusing on automation enhancements.

• Proactive Operation services for the customer and service on-demand with timely alert reduction program to all the stakeholders involving the customer.

• Run the hyper care support for the critical customers.

What you'll bring

• At least 3 years of Technical Operations in ABAP/JAVA/HANA/DB2

• Hands-on experience in one of the areas like SAP System Administration, Basic System Performance Management, Lifecycle events (Upgrades / Updates/Migration), SAP Project Management, Support, Escalation Management

• Practical knowledge with SAP technologies like SAP Net Weaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE), SOLMAN.

• Experience in performance tuning and issue troubleshooting.

• Experience in system upgrades and migrations using standard tools.

• Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support.

• Experience in Service Management like Service request, Incident Management

• Experience in Problem Management, Root cause analysis methodologies

Education and Qualifications

• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.

• Professional Certification of SAP BASIS, Business Object with exposure to Project Management tasks including PMP and ITIL certification.

• Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GC

• Fluency in English Speaking & Korean or Japanese can be used as working language.

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​Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 429409 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: .