(Junior) IT Support Engineer : Client Delivery Management (HANA/ABAP/non-ABAP) (m/w/d)

Arbeitsort: 68789 St. Leon-Rot


Date: Feb 27, 2021

Company: SAP

Requisition ID: 265593
Work Area: Information Technology
Location: St. Leon-Rot
Expected Travel: 0 - 10%
Career Status: Graduate
Employment Type: Part Time orRegular Full Time


Enterprise Cloud Services (ECS) is part of the Product Engineering board area and consists of SAP HANA Enterprise Cloud (HEC) and Cloud Application Services (CAS). As S/4HANA cloud managed services provider, HEC Delivery is offering a key aspect in the intelligent business transformation journey of our customers and by joining forces with CAS, we enter a new era of end-to-end service experience for our customers.
One of our large customers has setup a transformation program called Journey to Cloud (J2C). A cornerstone of this transformation is to consume the entire SAP landscape as SaaS provided by SAP. In order to provide the right level of service, it has been decided to build a new team within ECS. The ECS Client Delivery Management (CDM) will provide an E2E service by combining HEC and CAS portfolio and will work dedicated for the customer and will operate the entire customer SAP landscape with more than 80 productive systems and several of the largest HANA-based systems (e.g. 2x24TB ERP scale-out). The CDM team will work on building the services according to customer needs, it will bring those services into daily operations as well as work on continuous improvement and automation of those services.
Within the CDM organization we set up the Technical Service Management (TSM) team that will act as a third level for standard operations. While acting as L3 support in case of major incidents to support the fast restore of services, this team of experts is supposed to optimize the current landscape setup, drive standardization and automation and bridge between operations and CLM development. To achieve this a deep technical understanding as well as a broad landscape view are required.

Ensure high availability of customer service by supporting service restoration in critical situation
Deep dive on issues including creation or support of the creation of RCAs
Analyse current landscape setups and come up with proposals for improvement
Collaborate with different teams from within the HEC organization and outside to ensure excellent customer satisfaction
Ability to own, lead and coordinate operational tasks, customer escalations, process improvements
Support delivery teams to perform and drive root cause analysis to completion
Mentor and Guide junior members of the team
Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Management, Mathematics or comparable
Good knowledge in Performance analysis and/or operation of Java applications
Understanding of HECs operations infrastructure, processes and automation tools like SPC, TIC etc. is beneficial. Good understanding of IT operations is required.
Good know-how on SAP Technologies, Products and cross dependencies like integration and communication (English / German)
Excellent written, verbal communication and presentation skills to effectively communicate and escalate issues
Ability to work effectively in international and virtual teams and get work done smoothly from multiple teams in ECS
2 - 4 years of technical operations in ABAP/JAVA/HANA
Graduates with relevant experience are welcome to apply



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