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About the role
Job Description ROLE: Enhanced Operations Service Technical Expert Experience- 9+ Years Location -India (Remote) Key Responsibilities Operational Excellence & Service Quality Ensure highquality daytoday service delivery, meeting ambitious KPIs and SLAs. Drive proactive operations, stability improvements, and alertreduction programs across customer landscapes. Own and execute hypercare, golive safeguarding, and endtoend maintenance planning. Incident & Escalation Management Participate in and lead major incident handling, including longrunning issues, downtime extensions, and service request failures. Provide rapid responses during escalations and take preventive actions to avoid customer impact. Conduct detailed Root Cause Analysis (RCA) for outages, performance issues, and service failures. CrossFunctional Collaboration Coordinate and orchestrate work across multiple SAP teams and external stakeholders. Maintain strong collaboration with units inside and outside Global Cloud Operations. Continuous Improvement & Standardization Identify customer pain points and drive continuous improvement initiatives. Streamline and enhance standard operating procedures, with a strong focus on automation. Lead initiatives to simplify and standardize server operations. Skills & Competencies Technical Expertise Handson experience in at least one core area: SAP Basis, HANA DB, System Performance Management, Lifecycle Management (Upgrades/Updates), Project Management, Critical Situation Handling. Practical knowledge of SAP technologies: SAP NetWeaver, SAP HANA, SAP BusinessObjects, SAP Sybase ASE. Experience with Managed/Hosting Services, SAP Private Cloud, or Public Cloud Operations. Strong understanding of: Application Security, Backup & Recovery, Performance Tuning, System Copies, High Availability, Disaster Recovery, Export/Import. Process & Operational Skills Proven experience in Problem Management and Root Cause Analysis methodologies. Ability to manage escalations and deliver customerfocused outcomes. Knowledge of SAP Cloud Connector, SAP S/4HANA is an advantage. Mindset & Behaviour Strong customerfirst mindset. Ability to work in a global, highpressure, 247 operational environment. Proactive, structured, and committed to continuous improvement. If interested share your CVs to remya-saras@dyneits.com .