Job Description:
Reporting to our Digital Platform Manager, working within our Mars Global Services division, the SAP Basis Sr. Analyst won't just be an execution-focused technician; you will be the core point of governance, directing our external Application Management Services (AMS) partner. This role combines deep SAP technical expertise with vendor management, tracking their SLAs and KPIs, to ensure an excellent service level.
This is a Hybrid position, located in Guararema, São Paulo.
Vendor Governance & Service Excellence
Lead the day-to-day management and weekly service review calls with our AMS partner across L1, L2, and L3 support groups, ensuring seamless end-to-end support for SAP ECC, S/4HANA, BW on Hana, MDG, CFIN, PaPM, and other key SAP components.
Strictly govern SLAs and KPIs, proactively identifying performance gaps and implementing continuous improvement plans to elevate service delivery.
Critical Incident & Problem Management
Own the end-to-end incident management lifecycle, ensuring swift root cause analysis (RCA), timely resolution tracking, and proper documentation.
Act as the technical leader and manage executive communication with senior stakeholders during critical, high-priority system incidents.
Drive proactive problem management for repetitive incidents, ensuring long-term remediation and permanent fixes.
Preventive Maintenance & Infrastructure Setup
Coordinate regular preventive maintenance activities in strict compliance with internal audit requirements and platform owner standards.
Define technical infrastructure and architecture requirements, collaborating closely with global infrastructure teams to properly configure and deploy new components.
5+ years of experience in SAP Basis operations or projects (S/4HANA, ERP, BW, CFIN, PaPM).
Proven track record managing external tech vendors (AMS), enforcing accountability, and tracking SLAs/KPIs.
Strong understanding of the RISE with SAP operating model and managing hybrid landscapes (integrating hyperscaler cloud contexts like Azure, AWS, or GCP).
Practical experience with databases (HANA, Oracle, SQL Server) and Operating Systems (Linux RedHat / Windows Server).
Fluent English is mandatory, as you will interact daily with global stakeholders.
Work with diverse and talented Associates, all guided by the Five Principles.
Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
A strong focus on learning and development support from day one, including access to our in-house Mars University.
An industry competitive salary and benefits package, including company bonus.
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BRA-Sao Paulo-Guararema, Brazil
Hybrid