Basis Technical Service Manager

Role & responsibilities

1. Responsible for providing advanced level 3 system administration and SAP Basis support for Managed Cloud customers SAP landscapes.
2. Responsible for fulfilling Account Lead role for assigned customers.
3. As a Technical Service Manager, responsible for acting as the primary point of contact for all NTT DATA Business Solutions’ Managed Cloud related issues for assigned customer base.
4. Responsible for developing long term relationship with key customer contacts, and for ensuring overall customer satisfaction.
5. Technical Service Manager basis administration activities will include advanced level problem solving and troubleshooting, managing complex Basis projects, and performing other advanced level administration as required.
6. The Technical Service Manager is responsible for responding to the technical requests of the customers as pertaining to SAP applications that require higher level of expertise than Level 2 resources can provide.
7. Expected to provide advanced level Basis administration for SAP’s entire portfolio of applications, including but not limited to S/4 HANA, ERP, BW, CRM, BPC, GRC, GTS, SCM, SRM, PI, Portals, Business Objects, and Data Services.
8. Will work in a mixed server environment covering Unix and Windows Operating Systems using SQL Server, Oracle, DB2, MaxDB, Sybase, and HANA databases
9. Will follow ITIL guidelines to ensure Incident Management, Change Management, and Problem Management process are followed at all times.
10. Support customers in developing long term strategies for deploying their SAP landscapes and determining best fit architecture.
11. Develop technical documentation for Level 1 and Level 2 associates, in order to facilitate the transition of technical workload to the lower level teams.
12. Monitor and report to customers on contractual SLA performance on a monthly or quarterly basis, as required.
13. Analyze EWA reports and suggests customers to improve system performance.
14. Your tasks also include supporting the continuous improvement of our service processes within Technical Service Management and the cloud organization.
15. Knowledge of integration points between business processes
16. Demonstrated ability to effectively communicate with all levels of the organization.
17. Added advantage if you have experience on Cloud Platforms (Azure, AWS and GCP)
18. Experience on S/4 HANA Upgrades, Conversions.
19. Experience on Support Projects.
20. Good to have knowledge on Cloud connectors and SAP BTP
21. Ensure customer requirements are understood, prioritized, and implemented in a timely manner