Sr. Customer Engineer- SAP on Azure

Sr. Customer Engineer- SAP on Azure

Shanghai China
9-12 years
Not Specified

Job Description

Job Description :
Join a team of successful Customer Engineers (CE) in the Customer Success (CS) Global Technical Team (GTT) who are empowering customers to grow faster and perform better by delivering an easy and connected experience.
Increase customer lifetime value & accelerate and exceed consumption targets. Elevate technical acumen & competency to be the best in the industry. Influence product engineering through proactive, actionable, and prioritized feedback representing the voice of customers.
In this role, you will build trusted advisor relationships and be the cornerstone for the optimization and successful implementation of Microsoft technologies with Microsoft’s Enterprise Customers.
CE’s provide technical guidance and leadership for our customers to help ensure their IT environments are kept optimized and healthy. The focus is to do this in a proactive and consultative manner in order to avoid future issues, regardless of challenging technical or political circumstances. This includes guidance on best practices, risk assessments and migrations, spanning from clients who are at the inception of their journey to the cloud and those that have existing cloud workloads.
The CE’s partners with stakeholders from the broader Customer Success Organization(CSU), Product and Engineering team and Microsoft Services to drive Microsoft’s ambitions.
Your challenges will include the following:
  • Delivering onsite, remote, and dedicated services for Microsoft’s customers.
  • Efficiently delivering various services, ranging from customer success engagements to support services, to accelerate our client’s journey to the cloud, increase systems availability, resolve critical issues, and ultimately improve the health of our customers’ environments.
  • Consulting with experienced technical staff to ensure they have the skills to troubleshoot and maintain their solution in line with Microsoft best practices.
  • Providing rapid onsite expertise to resolve critical customer support situations.
  • Contributing to innovation by creating solutions to solve challenges and realize opportunities.

Delivery- 45%
  • Participated in proactive account management, planning and strategy for targeted accounts to circumvent roadblocks to solutions.
  • Used experience and knowledge along with communication from internal groups to spot trends in performance issues and take appropriate action.
  • Demonstrated deep technical expertise in Microsoft specialized technology.
  • Handled difficult cases, involving broad & complex technical skills for one or more technical specialties and demonstrated the ability to identify & escalate non-routine bugs.

Innovation- 10%
  • Created deliverables by leveraging expertise and experience to address common Premier customer needs and promote customer health.
  • Targeted proactive Services to customers to ensure remediation plans/action plans are followed.
  • Harvested and shared intellectual property (IP) generated from all other engagements enhancing the Service Catalogue.

Operational Precision- 10%
  • Implemented and facilitated business driven change, promoting organizational agility.
  • Accountable for contributing to delivery metrics.
  • Participated as a Virtual Team Member with the Account Team partners to develop the Services Delivery Plan and Forecasting.
  • Demonstrated expected communication skills for Technical Writing, Presentation, and Responsiveness to customers.

Training and Technical Readiness- 15%
  • Maintained and expanded certifications related to specialization, allocations, and technical depth and breadth as measured by the individual to ensure appropriate certifications/accreditations for customer issue/engagement.
  • Assisted in development of solutions and best practices for key technologies and products to support technical team readiness.
  • Maintained role fundamentals while consuming all applicable training (technical, professional & required) within the fiscal year.

  • Consistently applied lessons learned to current decisions, resulting in improved decision skills.
  • Used a mixture of analysis, business acumen, experience, and judgment to make high level decisions when necessary.
  • Discussed his/her most important values and beliefs, modeled desired behavior and participated in delivery of proactive account management, planning and strategy for targeted accounts.

Customer / Partner-10%
  • Participated in virtual account team business planning activity by informing the account team of relevant developments with the customer, ensuring activities align (where appropriate) with virtual account team strategy.
  • Provided feedback to internal technical specialty groups and representatives on behalf of their assigned customer(s) to ensure that MS Products contain enhanced supportability, interoperability, and improved quality. (Such as Bug, Hot fix, CDCR/DCR)

Integration- 5%
  • Contributes and participates with in-person or virtual team meetings to articulate PFE offerings to internal and external customers.
  • bachelor’s degree in a technical field preferred or equivalent experience
  • 9+ years with sap systems such as sap business suite, sap hana, sap suite on hana or equivalent.
  • 9+ years of it implementation or consulting experience
  • 6+ years designing architecting and building sap systems.
  • experience with sap basis / netweaver and hana administration
  • experience with sap specific infrastructure sizing, compute, storage, networking, and security design
  • hands-on experience with sap installations, sap os/db migrations, downtime optimization and data center migration
  • implementation experience as sap technical architect
  • experience in backup and recovery of sap solutions (os, application, db)
  • experience in designing, architecting, and building disaster recovery solutions for sap applications.
  • scripting experience with tools such as powershell, python, bash, ruby, perl, etc.
  • experience with unix/linux and windows administration
  • 9+ years of it implementation or consulting experience

preferred qualifications
  • degree in computer science or math
  • experience in building enterprise level, scalable and highly available sap infrastructure
  • strong verbal and written communication skills, with the ability to work effectively across internal and external organizations.
  • ability to demonstrate strong understanding of sap applications, infrastructure, and security.
  • experience building sophisticated and highly automated infrastructure.
  • experience working with the latest sap products such as fiori, s/4hana, bw/4hana, etc.
  • experience with setting up one high-availability cluster (hp serviceguard, sios, redhat, suse, windows) setup from start to finish.
  • familiarity with any monitoring and automated testing tools
  • experience working with cloud infrastructure.
  • familiarity with devops tools such as terraform, jenkins and configuration tools such as chef, ansible, puppet, salt etc.
  • ability to interpret technical concepts into business outcomes, and communicate at the executive level.

Job Details

About Microsoft

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

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