TECHNICAL SERVICES MANAGEMENT

Function as the primary contact for the customer regarding technology discussions

· Recognizing as the escalation point for technical issues for the ECS customer landscape

· Providing services require detailed understanding of customer landscape and its interfaces

· Understanding the customer business, goals and challenges in order to suggest solutions/innovation

· Advising customers on technical requirements, constraining and supporting in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within ECS

· Acting as primary technical point of contact for Client Delivery Manager (CDM)

· Identifying and positioning services that deliver value to the customer from the existing ECS portfolio

· Providing services onside at customer location for specific situations i.e., strategic customer’s kick[1]off meeting; renewal follow up; discovery workshops; etc.)

· Supporting customer’s Intelligent Enterprise transformation by acting as technical consultant (Ex: S4HANA conversion)

· Working with CDM, PL, Account executive, CAS architects and ECS internal service delivery to derive the long-term account vision and executable service plans

· Ensuring customer satisfaction on technical delivery and support

· Executing on ECS portfolio

· Driving ECS innovation portfolio awareness and its implementation

· Supporting with incident & service request management as needed

· Coordinating impact and risk assessment for change management of planned activities

· Supporting the service plan review with the customer

· Leading operational meetings with the customer

· Providing Customer specific guidance derived out of EWAs, RCAs, Technical Services and Monthly Service Reviews, providing an in-depth review of the generated reports and action items follow up.

· Planning and executing Capacity Management, Landscape Optimization and other value adding services

· Focusing on Problem Management to adopt countermeasures, preventing unexpected downtimes

· Providing pro-active services for critical activities

· Identifying and positioning offerings by SAP Enterprise Cloud Services that deliver value to the customer

· Supporting customer’s Intelligent Enterprise transformation by providing technical consultant services

· Offering comprehensive knowledge on SAP S/4HANA architecture, conversion, migration path, methodology and tools

· Provisioning the services require experience in technical planning, implementation, coordination, configuration, and integration of SAP solutions as well as experience and knowledge in SAP NewWeaver Administration, Migration and upgrade

· Understanding the SAP high availability or disaster recovery architecture, network, and virtual technologies (load-balancer, virtual machine)

· Identifying top issues, defining service plan, and driving implementation of identified action items across customer landscapes

· Understanding of various SAP cloud solutions and integration scenarios of SAP systems with SCP, Ariba, SuccessFactors etc. (good to have)

· Designing optimal SAP configuration to maximize system performance and availability.

Job type: Full Time/Contract Division: eTeam Workforce Limited Reference: 23-01207