Offer summary

Qualifications:

Solid understanding of SAP application technology, especially S/4HANA and SAP ABAP., Experience with non-NetWeaver technologies like BOBJ, SAP Cloud Connector, and Kubernetes., Strong communication skills for handling escalated customer cases at a management level., 8+ years of relevant IT experience, particularly in Cloud Operations or Support..

Key responsabilities:

Follow up on outages, failed service requests, and customer escalations.

Analyze technical root causes and collaborate with product development and technical support teams.

Act as an escalation contact for customer concerns and provide hands-on operations support.

Identify and drive initiatives to improve cloud operations quality and efficiency.

Job description

JOB DESCRIPTION

We are Tech Mahindra, a company of the Mahindra Group, an Indian multinational and is present in Brazil and in more than 90 countries. We are more than 120,000 professionals who help us connect experiences.

Tech Mahindra represents the connected world, delivering innovative, customer-centric information technology experiences that enable businesses, employees and society to grow.

We truly believe technology makes this possible, but it's people who make it happen. Cultural, Gender, and Skills Diversity align with our Rise pillars and allow us “Diversity of Thought,” which empowers our stakeholders to grow.

RESPONSIBILITIES AND ASSIGNMENTS

You, as member of the Applications Root Cause Analysis team, will follow up on outages, failed service requests, customer escalations and other IT problems.

You will analyze the technical root and collaborate closely with other teams like product development or technical support. In case of customer concerns, you will also act as an escalation contact supported by the corresponding experts of the global application team. You we also provide hands-on operations support in escalated or complex cases. You will identify & drive initiatives to increase quality of cloud operations, reduce outages, improve efficiency and collaboration. Beyond RCAs, you will ensure agreed deliverables e.g. improvement action items are delivered in time and reoccurring problem patterns are identified and addressed in projects

REQUIREMENTS AND QUALIFICATIONS

Solid hands-on understanding of SAP application technology used by ECS esp. the S/4HANA and SAP ABAP platform from a Basis technology perspective (SAP NetWeaver certification highly beneficial) ·

Additional Experience in at least one non-NetWeaver technology: BOBJ, SAP Cloud Connector, Convergent Charging, OpenText, HANA XSA, Kubernetes/ SAP Gardener etc.

· Communication with customers on technical, service and operations topics, ability to handle escalated customer cases on management level.

· Cloud and Customer Mindset and previous experience in Cloud Operations or Support organizations for private cloud or public cloud offerings.

· Strong understanding of the processes and working models of SAP Enterprise Cloud Services.

· Very good networking and communication skills towards stakeholders inside and outside SAP, e.g. customers, other ECS teams, Tool Development, Product Development, Product Support etc.

· Very good English language skills ·

8+ years relevant IT experience

Quem Somos ?

Somos parte do Grupo da Mahindra, empresa no valor de 21 bilhões de dólares, que emprega mais de 240.000 pessoas em mais de 100 países. O Grupo opera nas principais indústrias que impulsionam o crescimento econômico mundial, desfrutando de uma posição de liderança em tratores, veículos utilitários, after-market, tecnologia da informação e resortes de férias.

Nossas plataformas de inovação e recursos reutilizáveis conectam-se através de uma série de tecnologias para entregar um valor tangível para os nossos clientes.

A Tech Mahindra representa o mundo conectado, oferecendo serviços e soluções de tecnologia da informação, inovadoras e personalizadas de acordo com a necessidade de cada cliente, permitindo que empresas, parceiros e a sociedade Rise™, trabalhem juntos.

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