The Enhanced Operation Service is part of SAP Enterprise Cloud Services Delivery organization. This is a dedicated team which will focus on leading and optimizing strategic customers end-to-end delivery and operation model, during the customers cloud transformation journey. We provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud infrastructures.

What you`ll do:

Enhanced Operations Service Specialist plays a pivotal role within the SAP ECS – Enhanced Operations Service (EOS) organization, 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 Enhanced Operations Service (EOS) team who should have a proven track record in at least in one of the areas like Server Management, Network Management, Critical Situation Handling, Project Management, with a strong technical and process background.

A customer first mindset is a must.

As an Enhanced Operations Service Specialist - you are responsible for:

1. Technically skilled in providing expert support for all Linux OS/Windows and Infra customer issues.

2. Participate in Major incident handling, troubleshoot service request failures, downtime extensions, long running ongoing incidents for a customer.

3. 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 server operations.

4.



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

5. Analyse root-causes of the failures (if known) in achieving the KPIS and define a corrective action plan, with well-defined mitigation steps.

6. Coordinate and orchestrate the work between the various teams with Strong collaboration with other units within and outside Enterprise Cloud Service units.

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

8. Process improvement initiatives for daily operational activities

9. Streamline standard operating procedures by focussing on automation enhancements.

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

SKILLS AND COMPETENCIES

- Strong experience in administration of our cloud platform based on Linux operating systems in Azure, AWS and Google Cloud as well as in SAP data centres.
- Pacemaker administration knowledge would give an edge over others, but any High Availability Configuration with other Tools would be good too.
- Practical experience with OS operation, upgrades and security patching
- Networking experience with the suite of TCP/IP,



IP routing, NAT, firewalls
- Experience with network services like DNS and LDAP and HTTP proxies – DNS Conflicts resolution and Troubleshooting
- Good understanding of IT security, OS hardening
- Experience in script programming (e.g., Shell, Perl, Python, Go, etc.) and with server automation tools (e.g. Ansible, CHEF)
- Experience with server operations in large environments and in public clouds – Azure, AWS, GCP. Cloud Experience is vitally important here – at least a couple of years!
- Experience in Problem Management, Root cause analysis methodologies – expert level proficiency in using Linux Commands for management and troubleshooting.
- Also provide examples of “ What was the most Critical Problem / Issue that you have faced AND How did you resolve it – what steps and processes did you follow

EDUCATION AND QUALIFICATIONS

- 8+ years of related skilled experience
- Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
- Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP) Expert Linux Administrator – at least 2 years required
- Expert in at least one of the public cloud administrations – Azure, AWS, GCP
- Capacity to continuously acquire new knowledge in an independent and proactive way.
- Good analytical and solution-oriented thinking
- Very positive communication and networking skills
- Experience of safeguarding customer relationship.
- Strong customer service focus
- Very good English language skill.

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