Tech Lead

Job Summary.

Roles and Responsibilities : 1.

Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA?s.

2.

Quick responses during escalations, take proactive steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for our customer system and Driving initiatives to standardize and simplify server operations.

3.

Perform comprehensive performance assessments (memory, disk I/O, IOPS, CPU utilization etc) for SAP systems running on Hyperscalers platform utilizing various performance tools.

4.

Assist EOS operations support for any ongoing performance issues in customer production systems.

5.

Oversee performance testing, benchmarking for new IT stack (HANA + OS) to find performance issue before sign off for production implementation using data driven approach.

6.

Develop and implement performance optimization strategies for SAP applications, HANA DB, and Azure infrastructure.

7.

Collaborate with ECS Service Engineering, Client Delivery Management, EOS Operations, HANA development and Customer to optimize system configurations, parameters, and resource allocation to maximize performance and scalability.

8.

Document performance test results, optimization processes, and recommendations for knowledge sharing and upskilling the team.

9.

Monitor production system performance, help team to proactively identify issues, and provide recommendations to maintain optimal performance levels.

10.

Root Cause analysis for Service requests failures/outages, performance issues ? continuous improvement methodologies 11.

Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery 12.

Streamline standard operating procedures by focussing on automation enhancements.

13.

Proactive Operation services for the customer and service on demand with timely alert reduction program to all the stakeholders involving the customer.

SKILLS AND COMPETENCIES Hands on experience in one of the areas like Basis, System Performance Management, Lifecycle events (Upgrades / Updates), SAP Project Management, Support, Escalation Management.

Knowledge of products like SAP Cloud Connector, S4 would be an added advantage.

Practical knowledge with SAP technologies like SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE) Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support.

Application Security, Backup and recovery strategies, performance tuning, System Copies, export import, high availability, and disaster recovery strategy, export import.

Experience in Problem Management, Root cause analysis methodologies ABAP and Netweaver JAVA ABAP/JAVA EDUCATION AND QUALIFICATIONS ? 7+ years of related professional experience ? Bachelor?s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.

Professional Certification of SAP BASIS Cloud knowledge (e g , experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP) Capacity to continuously acquire new knowledge in an independent and proactive way.

Good analytical and solution oriented thinking Very good communication and networking skills Experience of safeguarding customer relationship.

Strong customer service focus Very good English language skill.

Enhanced Operations Service Specialist you are responsible for: ? Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA?s.

? Technically skilled in providing expert support for all Linux OS/Windows and Infra customer issues.

? Participate in Major incident handling, troubleshooting service request failures, downtime extensions, long running ongoing incidents for a customer.

? Quick responses during escalations, take proactive steps to avoid escalations, identifying and driving initiatives to imp.

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