Digital Customer Engagement Manager - SAP Basis Technical ConsultantOur company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!The charter of the Private Cloud Customer Centre is to ensure seamless adoption of the new RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model.What you'll doThe Digital Customer Engagement Manager (dCEM) is responsible for E2E virtual customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA private cloud edition deliverables.Drives Sales to delivery handover and customer onboarding, covering all technical and project aspects like IP ranges, Load Balancer setup requirements, VPN networks, and more.Handles support tickets, bridging customer queries and requirements from the technical operations team.Ensures periodic service reviews to track service quality across a range of customers.Orchestrates overall service delivery according to agreed SLAs and KPIs.Supports customers on technical queries & requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.Proactive ticket monitoring, handling, and issue resolution for customers with regular and transparent communication.Supports de-escalations of critical customer situations & reviews SLA service credit cases.Contributes to customer Go-Lives, Release Upgrade, and maintenance activities.Executes and supports problem management and continuous improvement.Supports customer satisfaction surveys & commercial change requests.Contributes to the liaison with different SAP stakeholders e.g., Sales, Presales, Renewals teams, especially Customer success partners involved in the accounts, to ensure customer success.What you'll bringEngineering graduate with 3+ years of work experience as a SAP technical consultant in a customer-facing/supporting role (IT services in Cloud environment, consulting, IT BASIS support).Strong knowledge of SAP Basis, SAP ERP modules and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle.Strong hands-on experience with SAP Basis activities, technical support in Cloud environments, especially with hyperscalers, OS/DB migration, SAP release upgrades, and infrastructure updates for cloud customers.Technical and application expertise for different cloud solutions (S/4HANA or another private cloud).Good understanding of infrastructure operations & processes and understanding of escalation handling and procedures.Meet the teamThe SAP Enterprise Cloud Services (ECS) is building the bridge for SAP customers towards cloud, closely helping them through this transformation.
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