Job Summary

The Sr. Administrator for Support & Operations plays a crucial role in delivering advanced technical support and troubleshooting expertise for SAP BASIS and SAP HANA environments. This position is essential in ensuring seamless operations, enhancing customer satisfaction, and driving continuous improvement through effective root cause analysis and resolution of complex incidents.

Key Responsibilities

1. Provide Advanced Technical Support By Adhering To Quality Standards And Regulatory Requirements While Ensuring Compliance With Company Policies In Sap Basis And Sap Hana Environments.
2. Resolve Complex Incidents Escalated By Analysts By Performing Thorough Root Cause Analysis And Implementing Effective Solutions To Address Technical And Security Issues.
3. Facilitate Knowledge Transfer By Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Capabilities.
4. Manage And Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams To Maintain Operational Efficiency And Ensure A Robust Security Posture.
5. Enhance The Customer Experience By Achieving High First Call Resolution Rates, Minimizing Rejected Resolutions And Case Reopenings, While Proactively Mitigating Security Threats.

Skill Requirements

1. Architecting and defining complex and technical SAP solutions across multiple industry sectors, understanding of the technology enablement as well as integration with other applications.
2. Experience of numerous SAP enabled business transformation programme lifecycles of which at least 3 of were gained in a solution architect or senior leadership role.
3. Strong knowledge of SAP solution suite and technical architecture and ability to translate business challenges
4. Strong consulting and stakeholder management skills � demonstrable presentation and client facing consulting and influencing skills up until C suite levels. All candidates must be assertive and articulate with the ability to develop and sustain senior client relationships.
5. Understanding of SAP�s product strategy, including positioning of S/4 HANA and enabling tools and complementary technologies, especially the integration to other applications.
6. Good knowledge of GCP, AWS and Azure public cloud offerings and architecting

Other Requirements

1. Optional But Valuable Certifications: Sap Certified Technology Associate Sap Hana 2.0, Itil Foundation Certification