Job description:

TECHNICAL SERVICES MANAGEMENT SERVICES\\r\\n Function as the primary contact for the customer regarding technology discussions\\r\\n Recognizing as the escalation point for technical issues for the ECS customer landscape\\r\\n Providing services require detailed understanding of customer landscape and its interfaces\\r\\n Understanding the customer business, goals and challenges in order to suggest solutions/innovation\\r\\n Advising customers on technical requirements, constraining and supporting in all sorts of technical\\r\\nsituations (incl. IT critical situations) throughout their lifecycle within ECS\\r\\n Acting as primary technical point of contact for Client Delivery Manager (CDM)\\r\\n Identifying and positioning services that deliver value to the customer from the existing ECS portfolio\\r\\n Providing services onside at customer location for specific situations i.e., strategic customer s kick[1]off meeting; renewal follow up; discovery workshops; etc.)\\r\\n Supporting customer s Intelligent Enterprise transformation by acting as technical consultant (Ex:\\r\\nS4HANA conversion)\\r\\n Working with CDM, PL, Account executive, CAS architects and ECS internal service delivery to derive\\r\\nthe long-term account vision and executable service plans\\r\\n Ensuring customer satisfaction on technical delivery and support\\r\\n Executing on ECS portfolio\\r\\n Driving ECS innovation portfolio awareness and its implementation\\r\\n Supporting with incident & service request management as needed\\r\\n Coordinating impact and risk assessment for change management of planned activities\\r\\n Supporting the service plan review with the customer\\r\\n Leading operational meetings with the customer\\r\\n Providing Customer specific guidance derived out of EWAs, RCAs, Technical Services and Monthly\\r\\nService Reviews, providing an in-depth review of the generated reports and action items follow up.\\r\\n Planning and executing Capacity Management, Landscape Optimization and other value adding\\r\\nservices\\r\\n Focusing on Problem Management to adopt countermeasures, preventing unexpected downtimes\\r\\n Providing pro-active services for critical activities\\r\\n Identifying and positioning offerings by SAP Enterprise Cloud Services that deliver value to the\\r\\ncustomer\\r\\n Supporting customer s Intelligent Enterprise transformation by providing technical consultant services\\r\\n Offering comprehensive knowledge on SAP S/4HANA architecture, conversion, migration path,\\r\\nmethodology and tools\\r\\n Provisioning the services require experience in technical planning, implementation, coordination,\\r\\nconfiguration, and integration of SAP solutions as well as experience and knowledge in SAP\\r\\nNewWeaver Administration, Migration and upgrade\\r\\n Understanding the SAP high availability or disaster recovery architecture, network, and virtual\\r\\ntechnologies (load-balancer, virtual machine)\\r\\n Identifying top issues, defining service plan, and driving implementation of identified action items\\r\\nacross customer landscapes\\r\\n Understanding of various SAP cloud solutions and integration scenarios of SAP systems with SCP,\\r\\nAriba, SuccessFactors etc. (good to have)\\r\\n Designing optimal SAP configuration to maximize system performance and availabilit\\r\\nAvailability\\r\\n\\r\\n\\r\\n

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 lev