Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging - but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
Summary:
As a Customer Service Request Owner, you ensure the delivery of robust, downtime optimized, and highly automated lifecycle management activities within ECS.
What you'll do:
You will take end to end ownership of customer service request fulfillment in Database area considering accelerated growth (RISE with SAP). Focus of your activities will be increasing service excellence along with stabilization improvements to help Operations to reduce manual efforts and cost structure (lower TCO) and deliver faster services to our customers according to their needs and expectations.
Following activities will be part of your role as Customer Service Request Owner in Database Area:

• Optimize and stabilize the delivery of customer service requests in time, cost and quality in a pro-active way leveraging analytical tools and capabilities
• Structure and coordinate activities, action plans incl. requirements engineering, prioritization, and creating aligned timelines for deliverables
• Drive issue resolution together with the team and utilizing the expert network
• Manage relationship between different stakeholder groups inside and outside ECS Delivery
• Create and align test plans, support and perform testing/validation and roll-out activities
• Support technology-related projects in complex environment

What you'll bring:

• Professional experience as a technical consultant in SAP cloud implementation & migration projects or as technical project lead with customer interaction.
• Best practices experience in Databases (MSSQL & SAP HANA) / SAP application / technology / solution (SAP Netweaver, SAP ECC & others).
• Knowledge in design and structuring of integrated E2E Lifecycle Management Procedures.
• Strong Project Management skills.
• Preferable database administration skills in MSSQL (primarily) and SAP HANA/SAP ASE including Upgrades/Updates, HA/DR, Backup & Recovery, System Operations know-how, ideally in multi-cloud environment.
• Knowledge Preference in MSSQL 2022: Replication (Always ON, Failover cluster, Log shipping, Transactional replication).
• Strong analytical and problem-solving skills.
• Willingness and experience working in international teams.
• Ideally familiar with trending technologies and tools.

About the team:
SAP Enterprise Cloud Services (ECS) is SAP's private cloud managed services provider demonstrating accelerated growth & enabling customers start their journey with cloud.
We are searching for motivated, skilled, and value-oriented technical project leads taking over responsibility as Customer Service Request Owner with focus on driving service request improvements, technical projects to optimize service execution quality via standardization and automation to strengthen our ECS Delivery Productization team.
#SAPECSCareers
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
We win with inclusion
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility 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: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the , according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
Successful candidates might be required to undergo a background verification with an external vendor.
AI Usage in the Recruitment Process
For information on the responsible use of AI in our recruitment process, please refer to our .
Please note that any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: 435270 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Skills Required