HEC Technical Lead - Montreal HEC Technical Lead - Montreal Job
sap
Montreal, CA
29d ago

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification.

From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification.

From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

PROGRAM DESCRIPTION

  • Within the Product & Innovation (P&I) board area, the mission of the Managed Cloud Delivery (MCD) organization is to run the HANA Enterprise Cloud and drive SAP HANA adoption and scale;
  • provide Enterprise class cloud offering for mission critical operations; and run real-time cloud platform, infrastructure, and managed services, focusing on fast time-

    to-value at reduced cost and risk.

    Managed Cloud Delivery is delivering and running customers SAP Systems. We deliver services from all regions (EMEA / AMER / APJ / MEE) having a strong international focus and cultural diversity.

    Our organization is expanding its delivery and support team across the globe.

    EXPECTATIONS AND TASKS

    Within MCD, Technical Lead is a very critical and important role and is part of Customer Facing Unit (CFU). Technical lead carries following responsibilities in MCD to provide great cloud experience to MCD customers.

  • Works as trusted technical advisor representing MCD in customer / partner / consulting discussions
  • Support Cloud Advisory Architect(CAA) to identify customer future requirements
  • Works as feedback channel for customers in HEC providing improvement inputs to MCD cross delivery units (SE, Productization, Scalable Units)
  • Understands end to end business drivers for customers to be in cloud, translating it into technical requirements
  • Follow-up and track technical HEC related issues
  • Evaluate (scope, effort, feasibility, complexity) and validate (given details are sufficient or not for execution, request approval and downtime) commercial change and service requests for ongoing customer operations
  • Support Engagement Lead and Project Lead in delivering customer services
  • Collaborate with different teams from within the MCD organization and outside to ensure excellent customer satisfaction;
  • this includes interfacing with customers

  • Ability to Own, Lead and coordinate operational tasks, customer escalations, process improvements.
  • May be required to work on weekends / off hours during critical customer escalations or go-lives. Flexibility is must
  • Support delivery teams to perform and drive root cause analysis to completion
  • Maintain high level of standards and quality of technical consulting and customer interaction
  • Participate and contribute towards organization’s goals and objectives, collaborating with multiple teams and Solutions
  • Mentor and Guide junior members of the team
  • EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • Bachelor’s degree or higher in one of the following areas : Computer Science, Engineering, Information Management.
  • Strong customer service focus
  • Solid know-how on SAP Technologies and Products (SAP certification highly beneficial).
  • Excellent written, verbal communication and presentation skills to effectively communicate and escalate Issues.
  • Able to articulate technical details to non-technical audience such as customer with great clear and concise Confidence.
  • Good knowledge of network and virtual technologies (load-balancer, virtual machine).
  • Ability to work under pressure and constantly add value to customer and within organization
  • Ability to work effectively in international and virtual teams and get work done smoothly from multiple teams in MCD.
  • Capacity to continuously acquire new knowledge in an independent, proactive way
  • Good analytical and solution oriented thinking
  • Experience in working with cross-cultural teams or individuals
  • Having project management experience is plus.
  • LANGUAGE SKILLS

  • English (advanced / fluent written & spoken)
  • WORK EXPERIENCE

  • Minimum 6 years of SAP Technical Administration (Preferably in the domain of SAP Basis skill) and should have knowledge & experience on SAP NetWeaver Administration and Operations.
  • Minimum 3 years of experience in customer facing role and should have excellent command on de-escalating the critical situations.
  • Having ITIL knowledge and / or certification is plus.
  • Hands on experience with working knowledge of Unix / Linux flavors
  • Hands on experience with working knowledge of SAP HANA and Sybase databases
  • SAP'S DIVERSITY COMMITMENT

    To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

    SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and / or mental disabilities.

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