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    SAP Basis - Ottawa, Canada - Enterprise Solutions, Inc.

    Enterprise Solutions, Inc.
    Enterprise Solutions, Inc. Ottawa, Canada

    4 hours ago

    Default job background
    Description

    SAP DCEM (Digital Customer Engagement Manager)
    • This is SAP Customer Engagement Manager position which is elevated role as per career progression/ path for SAP Basis consultant who would like to become SDM/ Account Manager/ Service Manager in their career journey. Primary role/ responsibility for this role is to understand customer requirements about their SAP Landscape and facilitate solutions, technical services with alignment of SAP backend support (TechOps) team on SAP RISE Platform.
    • dCEM is primary SPOC for RISE customers and will engage with customers on regular basis to provide guidance about their SAP Landscape functioning OR any maintenances (planned/ unplanned)
    • DCEM team member works very closely with SAP IAE, CAA, TSM, CDM teams to ensure Customer has all necessary guidance, information needed for their SAP Landscape functioning & planning (Refer detailed Roles & Responsibilities below)
    • SAP RISE Platform offers all latest SAP Technologies (Products) with options for customer to select their own Hyperscaler (AWS, Azure or GCP).
    • This role is Customer facing and will require to join meetings, answer technical queries from customer team & present assessments.
    • Since it is an Engagement Manager role so there is no expectation from the resource to perform any hands-on work.


    Technical Skill Set required to perform above tasks:
    • Technical expertise in SAP Basis area with minimum of 5+ years of experience.
    • 2+ Cloud knowledge (e.g. through Solution Management, Consulting and/or Delivery Program management).
    • Good understanding & hands-on experience required in S/4 HANA Application & HANA database.
    • Experience in SAP Upgrade & Migration (OS/DB) is mandatory.
    • Experience in SaaS products (Ariba, Salesforce, C4S etc.) integration with SAP Landscape is plus.
    • Hands-on experience in any of hyper scaler (AWS/ Azure/ GCP) is needed.
    Scope for the career
    • Have a scope of learning new technologies on SAP Products (S/4HANA, HANA Database, MDG, SaaS Products (Ariba, Salesforce etc.) & Cloud (AWS, Azure OR GCP)
    • Will have access to all SAP internal training & learning materials to gain knowledge in latest technologies.
    • Will gain exposure to all latest build architectures in one single place/ position which will be valuable/ useful in future. Generally this exposure is not available in any regular SAP Basis position.
    • Will not be assigned/ dedicated to one single customer but will engage with Multiple customers in various Industries to gain knowledge about different SAP Landscape setups, Delivery processes & Challenges.
    • Will rotate in different internal SAP dCEM CoE (Migrations, Upgrade, Escalation, Go-Live etc.)
    Key tasks comprise the following:
    • Technical Architecture, Landscape issues/ queries guidance to end customers.
    • Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
    • Contributes to onboarding/transitioning customers to SAP ENTERPRISE CLOUD SERVICES
    • Orchestrates the overall service/project delivery according to planned scope, budget, and milestones
    • Supports in de-escalations of critical customer situations
    • Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
    • Contributes to customer release and maintenance activities
    • Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise
    • Executes and supports problem management and continuous improvement
    • Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
    • Supports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.
    • Systematic and faster onboarding of associates: mandatory trainings documentation
    • Enable continuous delta KTs on new topics and refresher sessions.
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