Technical Manager

Technical Service Manager (TSM) acts as a trusted technical advisor in the safeguarding and optimization of customer investments into SAP ECS. TSM governs ECS customer relationship management from a technical perspective, while advocating for the customer and bringing the power of ECS to enrich customer experience. TSM will work as a team with Customer Delivery Managers and ECS internal service delivery to serve and delight our customers, by providing quality services to satisfy their needs and resolving technical complexities throughout their entire lifecycle.

Primary Responsibilities

• Primary contact for the customer regarding technology discussions, innovations and recognized as the escalation point for technical issues
• Understands the customer business, goals and challenges in order to suggest solutions & services
• Advises customers on technical requirements, constraints and support in all sorts of technical situations (incl. IT critical situations) throughout their lifecycle within ECS
• Identifies and positions ECS services that deliver value to the customer from ECS portfolio
• Supports customer’s Intelligent Enterprise transformation by acting as technical consultant
• Comprehensive knowledge on S/4HANA architecture, conversion, migration path, methodology and tools.
• Experience and knowledge in SAP NetWeaver Administration, migration and upgrades
• Understanding of SAP High Availability or Disaster Recovery architecture, network and virtual technologies (load-balancer, virtual machine)
• Identify top issues, define service plan and drive implementation of identified action items across customer landscape
• Deep experience in technical planning, implementation, configuration and integration of SAP solutions
• Understanding of various SAP cloud solutions and integration scenarios of SAP systems with SCP, Ariba, Successfactors etc. (good to have)
• Design optimal SAP configuration to maximize system performance and availability.
• Customer Meetings and manage technical customer expectations
• Support with technical Customer Issues
• Bridge between internal delivery Teams and Customer
• Supporting and anticipating Customers needs, capacity management, EWA reports, etc.
• Follow up Customer Dashboard on daily basis.
• Follow up on EWA reports and action implementation
• Follow up on Top Issues, RCA’s, Customer effort score, ECS Delivery TSM queues.
• Lead Technical meetings with the customers as well as follow up with ECS Delivery teams.
• Follow up with Service engineering for new 3rd party add-ons and products.
• Escalating tickets towards Delivery if no satisfactory response on the activity.
• Participation in the daily SR safeguarding calls to ensure successful service request execution.
• Efforts to support Partner led migrations.
• Supporting customer escalations and actively participate in ECS war-room.
• Technical SPoC for Customers
• Technical Advisor for Customer (Projects, new activities, etc.)
• Optimizing Customer Landscapes (Top Issues, RCA Action Items, Alerts, Landscape Management, etc.)
• Trusted Advisor for Customers (listening for pain points and suggest improvements, prioritizing urgent requests, etc.)

Education and Qualifications / Skills and Competencies

• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Management.
• Solid know-how on SAP Technologies and Products (SAP certification highly beneficial),
• Analytical, solution-oriented and experience in working with cross-cultural teams or individuals
• Hyperscalers certification (AWS, Azure, GCP) is a plus
• Experience with shell scripting is desired.

Language Skills

• English (advanced/fluent written & spoken)
• German(advanced/fluent written & spoken) à Mandatory for EU region.

Work Experiences

• Strong experience with SAP Technical Administration with SAP Basis and should have knowledge & experience on Administration and Operations of SAP solutions.
• Experience in customer facing role and should have excellent command on de-escalating the critical situations.
• Hands on experience with working knowledge of Unix/Linux flavors
• Hands on experience with working knowledge of SAP HANA and Sybase databases
• Hyperscaler (Azure, AWS and GCP) knowledge is a plus

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