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Business Services Consultant | 2 - 5 Years | Bangalore | SAP India PvtLtd

Post Author : SAPTechies Jobs
Post Date : 04 Nov 2015 6:06 pm
Company Name : SAP India PvtLtd
Job Location : Bangalore-Karnataka
Function Area : Business Intelligence BI, CRM (Customer Relationship Management), ERP (Enterprise Resource Planning)
Experience Min. 2 Years
Max. 5 Years
Key Skills : Customer Engagement Incident Management Cloud

EXPECTATIONS AND TASKS

Key customer point of contact once stable-state criteria have been met and the customer has been successfully transitioned by the Customer Engagement Success Manager (CESM). 
Key counterpart to Customer Engagement Success Manager who transitions the stable-state customer to the Cloud Success Service Associate.
Maintenance of the customers IT calendar: Plan outages, request Cloud Project Lead (CPL)/Technical Landscape Owner (TLO) to enter events in OMP (= Solution Manager tool)
Manage the Customers Lifecycle Checklist: Manage daily customer status and actions (from weekly meetings), sync calls with CPL/Cloud Technical Consultant (CTC)/TLO for daily prioritization of tasks

Maintain Top Issues in Delivery Engagement Desk tool (DED): Ensure comments, rating, checkbox are up to date in Top Issues (DED = Delivery Engagement Desk = SAP Business ONE tool)
Customer Data Validation: Validate with TLO after any planned downtime events, that SISM is properly updated (set to live status) (SISM = SAP In house System Manager)
Productive Early Watch Alert (EWA) reports: Check OMP for Red EWA reports for your landscape, discuss high-level actions first with TLO, then with the customer
Problem Records / Root Cause Analysis (RCA): Send RCA incident reports for outages and review with customer
Status Reports: Generate status reports for Management on a regular basis (and on ad-hoc base if needed)
Other Reporting:
IO reporting to ensure accuracy of all entries
Information for Daily work (Backup info, Infrastructure, Systems, Patching, Monitoring status)
SISM: Check entries for customer systems
Customer Change Request Handling
Problem Management
Incident Management

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills
We place high value on relevant personal qualities: resourcefulness, tenacity, high energy, and self-confidence
General knowledge of Cloud models
Accustomed to working in an international / global virtual matrix organization
Well-developed analytical and structuring skills
Equivalents in Business Administration (Trainee), Computer Science, Technical Engineering, Economics or related field

WORK EXPERIENCE

2-5 years professional experience in the same/similar industry (could be via internship while a student)
General knowledge of Cloud models
Accustomed to working in an international / global virtual matrix organization
Well-developed analytical and structuring skills
English verbally and written
Customer focus / Networking / Relationship Building
Results-driven / Self-organized
Infrastructure know-how and technical understanding
High-level understanding Cloud business and SAP Cloud models / solutions / operation processes
Technical and application understanding for different cloud solutions (HEC & S/4 HANA)
High level understanding of escalation handling and procedures

Company Profile:

SAP India PvtLtd 

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