Job Description

Dear Candidate,
We have a job opening for one of our client for below mentioned position.

Role : Senior Support Consultant
Experience : 7+ Yrs
Location : Bangalore

Job Title : Support Senior Project Consultant Job

Description :

EXPECTATIONS AND TASKS
Build trusted relationships with customer’s senior/strategic management, business and IT teams to deliver the Cloud Application support in alignment with the SAP Enterprise Support and Preferred Care charter. Instigate and oversee processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption. In Production downtime or Go Live endangered situations, act as De-escalation liaison, collaborating with the Mission Critical Support Back office or the Mission Control Center, the customer and any other parties involved. Balance the trade-off of the triple-constraint (time, cost and scope) to realize the expected business in support. Analyze risk, establish contingency plans and identify trigger events and responsibilities for initiating mitigating action. Maintain project documentation and updates to relevant knowledge management bases; analyze lessons learned and share with the team. Managing the availability of the solution (including performance monitoring and incident handling), Coordinate tasks and align concrete communication and escalation paths between SAP, Customer and Partner. Prepare reports on management level and presentations for executive meetings with customer with RCA details. Collaborate with internal teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips etc. Monitor quality of work and identify opportunities for continual improvement.

SKILLS AND COMPETENCEIS:
Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements.
Prior experience and deep expertise in triaging, dispatching and resolution (code-level) of customer tickets in production environments.
Strong adherence to Support SLAs (Initial Response Time, Resolution Target, Maximum Processing Time.
Very good understanding and experience of managing IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations and operations phases for cloud, standalone or Hybrid (e.g. Cloud and On-Premise).
Good understanding of IaaS, PaaS and SaaS solutions and technology stacks.
Ability to understand and learn the customer’s solution landscape and business process.
Ability to network across the organization, and exhibit the desire to learn, innovate and explore & lead topics.
Excellent communication and presentation skills.
Ability to judge customer situations and projects regarding implementation success (business impact, unplanned production down situations, market impacts) with reference to strategic support planning.
Ability to lead requirements-gathering sessions, Ability to learn and assimilate information quickly.

WORK EXPERIENCE
7+ years of total experience (including at least 3 years of SAP experience with the above desired skills). Experience and/or acumen of the following technologies and solutions: Cloud, databases, server applications, infrastructure architecture, Internet technologies, web servers and web proxy servers experience, enterprise software solutions &/or business application software.

Department : IT
Industry : Consultant
Skills : cloud, database

Recruiter details
Company name : SAP
Company discription : SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis.