SAP Basis Consultant

Service Disruption Management – Basis (SDM - Basis)

About the Role

Service Delivery Specialist acts as the primary contact from the EOS delivery teams in the different service areas – Service Request Fulfilment, Incident Management, Event Management and Problem Management. SDM works closely with MSM partners proactive preparation of the service requests, execute the service requests while they gets into issues and needs expert attention, executes time critical customer service requests which should be executed without the regular lead time and support throughout the service request lifecycle. Possess a comprehensive understanding of the customer's business, goals, and challenges to offer innovative solutions and recommendations. Serve as an escalation point for technical issues related to the EOS customer landscape.

Responsibilities

• Closely monitors EOS outages, and takes ownership of the outage/incident.
• Joins bridge immediately, performs/drives technical investigation and corrective steps initiated for resolution within KPI guidelines.
• Closely monitors the service-request execution dashboards and immediately takes ownership when failures appear.
• Work with partner teams to troubleshoot technical errors, coordinate through bridge calls, and ensure the right experts join to restore execution without delay.
• Defines and drives a clear action plan, validates pre-checks, and pushes timely corrective steps to prevent downtime spillover during SR execution.
• Provide accurate communication and continuous updates throughout the incident, ensuring full transparency and alignment with stakeholders.
• Maintains end-to-end ownership of SR failures, from detection through recovery, ensuring stability, accountability, and minimal customer impact.
• Ensures all technical issues raised during cutover are immediately troubleshot, coordinating closely with Basis, DB, SM, and partner teams through dedicated Teams chat groups and Go-Live bridges to maintain stability.
• Take ownership of disruptions, validate logs, fix connectivity issues, restore system access, and ensure cutover steps.
• Continue hyper care support—troubleshooting incidents, executing ad-hoc SRs, providing leadership updates, and ensuring a smooth transition into steady-state operations.
• Service Disruption Management is tasked with keeping track of the activities processed by the delivery teams.
• Collaborate with Customer Delivery Managers to ensure customer satisfaction through the delivery of quality services and reliability for our customers.
• SDM works closely with MSM partners proactive preparation of the service requests, execute the service requests while they gets into issues and needs expert attention, executes time critical customer service requests which should be executed without the regular lead time and support throughout the service request lifecycle.
• Possess a comprehensive understanding of the customer's business, goals, and challenges to offer innovative solutions and recommendations.
• Serve as an escalation point for technical issues related to the EOS customer landscape.
• Service Delivery Specialist acts as the primary contact from the EOS delivery teams in the different service areas – Service Request Fulfilment, Incident Management, Event Management and Problem Management.
• Collaborate with Product Development and support for roadmap, feature and bug fixes.

Qualifications

• Bachelor's degree or higher in Computer Science, Engineering, or Information Management.
• 5+ years of experience in the IT industry, with a primary focus on SAP technology (BASIS).
• Minimum of 5 to 8 years of experience in a technical role, with a demonstrated ability to manage a variety of SAP products running on SAP HANA/Sybase.

Required Skills

• Solid hands-on experience with SAP technologies like SAP NetWeaver, Web Dispatcher, BusinessObjects solutions, Convergent Charging, Convergent Mediation, OpenText etc.
• Candidate should have knowledge of Downtime Minimized approach (DMM) in patching HANA DB or OS patching.
• Sound knowledge of SAP System architecture, and troubleshooting skills ABAP, JAVA, HANA and web dispatcher etc.
• Sound knowledge of Hyperscalers, networks, and virtual technologies, including load balancers and virtual machines.
• Sound working knowledge in Linux Clusters is essential skill.
• Solid expertise and hands-on experience in SAP Technologies and Products (SAP certification preferred).
• 1 year of ECS experience
• Proven ability to manage operational tasks, handle customer escalations, and drive process improvements.
• Ability to thrive in a high-pressure environment and consistently add value to customers and the organization.
• Extensive experience in collaborating with cross-cultural teams, both international and virtual, to achieve seamless project delivery.
• Proficient in analytical and solution-oriented thinking.
• Excellent written and verbal communication skills in English.
• Advanced technical background in Linux-based server operating systems.
• Project management skills to efficiently handle customer projects and resolve issues would be a desirable skill.

Location: PAN India (Preferable Bengaluru)

Working Mode: Hybrid (2 days work from office)

Willing to work in Shifts: (S1 - 6 AM to 2 PM & S2 - 1 PM to 9 PM)

Shift Roasters: Sun to Thu & Tue to Sat