IT Support Engineer (f/m/d): Database/HANA Management

Requisition ID: 265579
Work Area: Information Technology
Location: St. Leon-Rot
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Part Time or Regular Full Time

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

SUMMARY

Enterprise Cloud Services (ECS) is part of the Product Engineering board area and consists of SAP HANA Enterprise Cloud (HEC) and Cloud Application Services (CAS). As private cloud managed services provider, HEC Delivery is offering a key aspect in the intelligent business transformation journey of our customers and by joining forces with CAS, we enter a new era of end-to-end service experience for our customers. 
Nestlé has setup a transformation program called Journey to Cloud (J2C). A cornerstone of this transformation is to consume the entire SAP landscape as SaaS provided by SAP. In order to provide the right level of service, it has been decided to build a new team within ECS. The ECS Nestlé Client Delivery Management (CDM) will provide an E2E service by combining HEC and CAS portfolio and will work dedicated for Nestlé and will operate the entire Nestlé SAP landscape with more than 80 productive systems and several of the largest HANA-based systems (e.g. 2x24TB ERP scale-out). The Nestlé CDM team will work on building the services according to Nestlé needs, it will bring those services into daily operations as well as work on continuous improvement and automation of those services.
Within the CDM organization we set up the Technical Service Management (TSM) team that will act as a third level for standard operations. While acting as L3 support in case of major incidents to support the fast restore of services, this team of experts is supposed to optimize the current landscape setup, drive standardization and automation and bridge between operations and CLM development. To achieve this a deep technical understanding as well as a broad landscape view are required.

THE ROLE

• Ensure high availability of customer service by supporting service restoration in critical situation
• Deep dive on issues including creation or support of the creation of RCAs
• Analyse current landscape setups and come up with proposals for improvement
• Collaborate with different teams from within the HEC organization and outside to ensure excellent customer satisfaction
• Ability to own, lead and coordinate operational tasks, customer escalations, process improvements.
• Support delivery teams to perform and drive root cause analysis to completion
• Mentor and Guide junior members of the team

ROLE REQUIREMENTS

• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Management, Mathematics or comparable
• Good knowledge of HANA, it’s leverages in the ABAP and non-ABAP environments
• Good knowledge in HANA performance tuning and optimization
• Understanding of HECs operations infrastructure, processes and automation tools like SPC, TIC etc. is beneficial. Good understanding of IT operations is required 
• DB2 and ABAP server knowledge would be beneficial
• Good know-how on SAP Technologies, Products and cross dependencies like integration and communication (English / German)
• Excellent written, verbal communication and presentation skills to effectively communicate and escalate issues
• Ability to w