Technical Account Manager

Job reference code: PRO124

Position name: Technical Account Manager

Location: Remote

Shift: EU Shift

Timing : 4pm(IST) to 1pm(IST)

About the company:

Protera is a Great Place To Work® Certified™ in India .

Protera Technologies, is a global Total IT Outsourcing Services Provider for SAP-centric organizations. The Company was formed in the mid-90s to provide comprehensive end-to-end IT solutions for customers with SAP in the core of their IT resources. Protera Technologies has capitalized on its unbeatable experiences with SAP to evolve into a pioneer of end-to-end total IT Outsourcing global solutions that covers all IT needs of an organization. Since its founding in 1998, Protera Technologies is committed to enabling constant change while improving quality and reducing total cost of ownership for all IT resources of an SAP centric organization.

Vision:

Protera envisages to be the premier on-demand operational platform supporting all IT needs for SAP centric organizations.

Mission:

The company aims to deliver the best forward-thinking ITO Services Platform empowering organizations to leverage IT to drive business growth and efficiency gains.

Values:

• Impact: Create intentional and meaningful interactions to improve, innovate and inspire.
• Curiosity: Stay curious about the evolution and journey of each other.
• Authenticity: High integrity individuals working together for the greater good.
• Celebration: Of our work, our people, our clients, our traditions, and our communities.

To know more about us you can visit our website www.protera.com.

Requirements

Role description :

• Experience with support and operations of SAP systems, SAP-specific infrastructure sizing, compute, storage, backup and recovery, networking, and security design.
• Experience in customer-facing positions in support, service delivery management.

• L3/L4 support for steady state customers. Must have experience on working with large customers (US base). Good experience to handle P1/P2 incidents.
• Strong experience on SAP administration and database specially in HANA, Sybase ASE, Oracle. Hands-on experience on additional DB will be added advantage.
• Strong conceptual knowledge and hands-on experience on HA, DR setup, test drills and troubleshooting.
• Strong conceptual knowledge and hands-on experience on backup and recovery scenarios of SAP supported databases.
• Hands on project experience with running SAP on AWS, Azure or GCP.
• Hands on experience in SAP system and database upgrades (end to end: planning to cutover planning and execution), handling performance issues, HyperCare support, SAP change management, performance optimization.
• BOBJ BI Platform/Data Services Basis Administration, Upgrades and Support.
• Mentor and support other colleagues and L2 team for L3 Basis delivery.
• Manage maintenance related changes and negotiate service windows with customer as per Protera resources availability.
• Overall responsible for managed services SLAs like availability (proactive monitoring), Incident resolutions as per Protera SLAs, System recoverability (100%) - Backups & DR
• Prepare and manage customer specific technical procedures.
• Prepare and present Protera standard Monthly reports with interactive discussions and detailed analysis on important KPI / Exceptions
• Organize and drive ad-hoc customer meetings for managed services delivery.

Qualification and Experience

• 10 to 15 years in SAP System Admin/NW/Basis Administration/Technical architecting/delivery.
• All non-HANA DB (Oracle/MSSQL/DB2/Sybase/MaxDB) Administration, Operations, and support – Must have at least 2 non-HANA DB exposure
• SAP Security (Basic knowledge and understanding)
• Basic knowledge on SAP Cloud Platform tools, SAP Cloud Connector etc.
• SAP and cloud certifications.

Soft Skills:

• Ability to negotiate and communicate with other support partners like SAP and Functional partners.
• Strong presentation/communication/facilitation skills (oral and written)
• Must be well organized, detail oriented and capable of juggling numerous priorities.
• Works well with teams or in a team environment, with the ability to work independently.
• Primary contact for all customer communications for Managed services

Benefits

• Work from Home set up
• Comprehensive medical benefits
• Gratuity, PF, EPS and Bonus
• Shift Allowances
• Health and wellness Allowances
• Learning and Development Allowances