SAP HEC Technical Lead Job in Mexico City, Mexico
Requisition ID: 175924
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
Within the Product & Innovation (P&I) board area, the mission of the Managed Cloud Delivery (MCD) organization is to run the HANA Enterprise Cloud and drive SAP HANA adoption and scale; provide Enterprise class cloud offering for mission critical operations; and run real-time cloud platform, infrastructure, and managed services, focusing on fast time-to-value at reduced cost and risk.
Managed Cloud Delivery is delivering and running customers SAP Systems. We deliver services from all regions (EMEA/AMER/APJ/MEE) having a strong international focus and cultural diversity. Our organization is expanding its delivery and support team across the globe.
EXPECTATIONS AND TASKS
Within MCD, Technical Lead is a very critical and important role and is part of Customer Facing Unit (CFU). Technical lead carries following responsibilities in MCD to provide great cloud experience to MCD customers.
Works as trusted technical advisor representing MCD in customer/partner/consulting discussions
Support Cloud Advisory Architects (CAA) to identify customer future requirements.
Works as feedback channel for customers in HEC providing improvement inputs to MCD cross delivery units (SE, Productization, Scalable Units). Follow-up and track technical HEC related issues.
Evaluate (scope, effort, feasibility, complexity) and validate (given details are sufficient or not for execution, request approval and downtime) commercial change and service requests for ongoing customer operations
Support Engagement Lead and Project Lead in delivering customer services.
May be required to work on weekends/off hours during critical customer escalations or go-lives. Flexibility is must.
Support delivery teams to perform and drive root cause analysis to completion.
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Management.
Strong customer service focus.
Solid know-how on SAP Technologies and Products (SAP certification highly beneficial).
Excellent written, verbal communication and presentation skills to effectively communicate and escalate issues.
Good knowledge of network and virtual technologies (load-balancer, virtual machine).
Ability to work effectively in international and virtual teams and get work done smoothly from multiple teams in MCD.
Having project management experience is plus.
Minimum 6 years of SAP Technical Administration (Preferably in the domain of SAP Basis skill) and should have knowledge & experience on SAP NetWeaver Administration and Operations.
Minimum 3 years of experience in customer facing role and should have excellent command on de-escalating the critical situations.
Having ITIL knowledge and/or certification is plus.
Hands on experience with working knowledge of Unix/Linux flavors.
Hands on experience with working knowledge of SAP HANA and Sybase databases.
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
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.
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