Senior SAP BASIS Team Lead Job at Protera Technologies
Sr. Technical Account Manager – SAP & Applications
About Protera:
Protera Technologies, a global public cloud services management services provider with our expertise and management platform ARION, we run/manage/modernize and operate thousands of instances of SAP+ related applications on Microsoft Azure and Amazon Web Services (AWS) Platforms and provide technology management services around it. Please visit our website for more details - https://www.protera.com/
Job Role: Sr. Technical Account Manager – SAP & Applications
We are looking for senior professionals who can provide advisory and strategic technical guidance to help plan and build solutions using best practices, and proactively keep Protera customers environments operationally healthy. This position is expected to develop close relationships with the assigned customer group to understand their business/operational needs and technical challenges and help them in their digital transformation journey.
Desired Location:
US (Chicago or Detroit Preferred but not limited)
Qualification criteria/Experience required:
- Bachelor’s degree/University Courses or Equivalent certifications in computer applications/System Administration/Database Management subjects
- 10 to 15+ years of SAP technology services/SAP Basis services management / SAP System Admin/NW/Basis Administration/Technical architecting delivery /SAP Database management related work experience on any SAP NetWeaver based Products such as SAP Business Suite, S/4 HANA, SAP Netweaver BI/PI/PO/BW/BW4HANA/GRC and other associated applications that works with SAP Business Suite such as SAP Business Objects BI Platform/SAP Hybris/SAP Interface systems such as OpenText, Vertex, BSI TaxFactory, and other most common SAP interface systems
- SAP certifications in SAP Basis/ SAP Netweaver/SAP HANA/SAP S/4 HANA administration/ DB Management/ DB Administration or Migrations are a great plus
- 3 to 5+ year of experience in customer-facing executive & escalation management positions in support, service delivery manager, technical account management and direct people management role in SAP Application managed services business
- Experience with support and operations of SAP systems, SAP-specific infrastructure sizing, compute, storage, backup and recovery, networking, and security design.
- Hands-on experience with SAP implementation, SAP OS/DB migrations, Disaster Recovery solutions, High Availability downtime optimization, and datacenter migration.
- Hands on project experience with running SAP on AWS, Azure or GCP.
- Experience in Informational Technology operations.
- Experience in a 24x7 operational services or support environment
Role & Responsibilities
- Overall Responsible for Delivery Management of Technical Account Management Services for a set of accounts – using a team of technical account managers for SAP Technology Management Services.
- Responsible for managed services SLAs like availability (proactive monitoring), Incident resolutions as per Protera SLAs, System recoverability - Backups & DR, SLA compliance/reporting
- Manage Delivery of Protera standard Monthly reports with interactive discussions and detailed analysis on important KPI / Exceptions using Protera SaaS tools/templates and standard SAP reports
- Organize and drive ad-hoc customer meetings for managed services delivery
- First Management level Escalation point for services delivery and management
- Works closely as first level escalation with Customer’s IT Leaders to manage CSAT & NPS
- Provides impactive management oversight and overall strategic & tactical guidance, Presents well to Internal and External customers
- Daily Managerial review of non-attended customer facing tickets in last 24 hours
- Technical Support & guidance to technical account managers for achieving their goals
- Ensure Process compliance
- Continuous improvement of Application Management Services related to TAM- Technical account management services delivery
- Continuously learning new Cloud Technologies related to Application Management (SAP & Non-SAP) – Pitching in that knowledge in customer monthly meetings to expand service offerings
- Provide leadership support in Monthly report presentations
- Strategize and optimize technical account manager’s resource investment
- Mentor and Coach existing SAP Technology Specialist to become Technical Account Managers
- Mentor and support SAP Technical Account Managers for Basis delivery
- Ability to negotiate and communicate with other support partners like SAP and Functional partners
Other qualifications:
- Excellent communication skills in (English - verbal and written).
- Must be well organized, detail oriented and capable of handling multiple tasks
- Works well with teams or in a team environment, with the ability to work independently, A very good team player
- Organize and manage customer specific and cross customer technical procedures/SOPs
- Ability to participate in projects across various teams, cultures, geographies, and time zones
- Ability to handle multiple tasks simultaneously.
- Strong problem solving & analytical skills
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