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Sap Basis Consultant

Sap Basis Consultant

HCLTechgijón, asturias, España
Hace 9 días
Descripción del trabajo

Our goal is to strengthen the brand in Spain. We are looking for you to work as SAP Basis Consultant!

Technical Expertise :

  • Must have exposure to SAP Basis, SAP S / 4HANA, and cloud platforms like Azure and AWS in the context of SAP Greenfield and Brownfield customers.
  • Strong knowledge of IT Service Management, SAP Basis, and SAP Application.
  • Hands-on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers.
  • Advanced knowledge of SAP Basis, SAP S / 4HANA, and cloud services (e.g., Azure, AWS, GCP).
  • Knowledge of HA / DR (SDDR, LDDR, RTO, RPO) is essential.

Customer Focus and Communication :

  • Excellent customer focus, networking, and relationship-building skills.
  • Results-driven mindset with effective decision-making abilities.
  • Deliver effective customer communication using digital mediums to achieve high customer satisfaction.

    • Organizational Skills :

  • Self-organized and capable of managing their own workload effectively.
  • Experience in handling escalations and working with cross-cultural and cross-functional teams.
  • Familiarity with ECS operations infrastructure, processes, and automation tools such as SPC and TIC.
  • Proficiency in project management fundamentals, ITIL, Lean Fundamentals, cloud architecture, and IT technical infrastructure.

    • Work Experience :

  • An engineering graduate with a strong background in SAP technical consulting.
  • At least 2 years in a customer-facing role (e.g., consulting, IT support, IT services).

    • Role & Responsibilities :

  • Manage end-to-end customer engagement and delivery of contractual agreements and services, with a focus on SAP S / 4HANA private cloud edition deliverables.
  • Support customers' day-to-day operations, including technical and infrastructure aspects like IP ranges, load balancer setup requirements, and VPN networks.
  • Support DR external testing and validation for customers.
  • Handle support tickets, bridging customer queries and requirements with the technical operations team.

    • Service Delivery and Support :

  • Orchestrate overall service delivery according to agreed SLAs and KPIs.
  • Provide technical guidance and address customer queries throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
  • Proactively monitor tickets, handle issues, and communicate regularly and transparently with customers.
  • Contribute to customer daily operational activities, release upgrades, and maintenance activities.
  • Execute and support problem management and continuous improvement efforts.
  • Handle commercial additional service requests and support commercial change requests.
  • Execute and support problem management and continuous improvement.
  • Contribute to customer release and maintenance activities.

    • Customer Satisfaction and Escalation Management :

  • Maintain customer satisfaction through issue mitigation, escalation management, and helping customers maximize the value of their partnership with SAP.
  • Support de-escalation of critical customer situations and review SLA service credit cases.
  • Support critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams, and SAP Product Support, as applicable.
  • Facilitate DR external testing and validation for customers.
  • Conduct customer satisfaction surveys.

    • Stakeholder Collaboration :

  • Liaise with various SAP stakeholders, including Sales, Presales, Renewals teams, and Customer Success Partners, to ensure customer success.
  • Work seamlessly with SAP Enterprise Cloud Services internal delivery teams throughout the customer engagement lifecycle.
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    Sap Basis Consultant • gijón, asturias, España