（WINTEC）SAP 服务级别协议管理 SAP SLA Basis RISE

岗位描述/职责 ENGEL 与 SAP（RISE / SAP Enterprise Cloud Services）之间的中央沟通与协调接口 • 协调并推动变更请求和任务在 SAP 与内部团队之间的流转 • 监控 SAP 的 SLA 合规情况；在缺少标准 SLA 的情况下，定义自有衡量指标（可用性、响应时间） • 统筹工单并定期进行质量审查（重新开启率、根本原因跟进） • 管理与 SAP 及内部的升级处理 • 协调并沟通维护时段 Job Description/Responsibility Central communication and steering interface between ENGEL and SAP (RISE / SAP Enterprise Cloud Services) • Steering of change requests and tasks towards SAP and internal teams • Monitoring SAP's SLA compliance; defining own measurement points (availability, response times) where standard SLAs are missing • Ticket steering and regular quality reviews (reopen rates, root-cause follow-up) • Escalation management towards SAP and internally • Coordination and communication of maintenance windows.

任职要求 • 数年 SAP Basis 工作经验，具备扎实的技术知识 • 了解 ITIL / IT 服务管理 • 具备项目管理能力 • 沟通能力强，能够进行任务分配并确定优先级 • 有 RISE with SAP 或云运营模式相关经验者优先 • 良好的英语沟通能力 Requirements • Several years of experience in SAP Basis with solid technical knowledge • ITIL / IT service management know-how • Project management skills • Strong communication skills; able to delegate and prioritize • Experience with RISE with SAP or cloud operating models is an advantage • Good communication skill in English