Technical Service Manager (TSM)

Project overview

This contract role is the customer-facing technical owner for SAP production operations, coordinating internal delivery teams and vendors to keep the operated landscape stable and improve service quality. The core requirements are hands-on production SAP Basis administration, SAP HANA operations, troubleshooting, maintenance, monitoring, and HA/DR, alongside ITIL service management and leadership of technical escalations.

Candidates should have 5–8 years of hands-on SAP Basis experience and at least 3 years in a customer-facing service management, technical account management, or technical lead capacity; these experience periods may overlap. Migration and cloud-transition support, SAP or hyperscaler certifications, and ITIL certification are advantages rather than requirements. The location is Indonesia and the employment type is contract; the description does not specify an onsite, hybrid, or remote work arrangement.

Responsibilities

• Act as the primary technical point of contact for customers and internal delivery teams for SAP systems in operations.
• Own technical service governance for the SAP run state: track SLAs and KPIs (availability, incident response and resolution times, backup success), run operational and service reviews, and drive improvement plans.
• Manage technical escalations and major incidents: lead technical triage with Basis, HANA, and infrastructure teams, keep stakeholders informed, and drive timely resolution.
• Run problem management and root cause analysis (RCA) for recurring or high-impact incidents, and track corrective actions to closure.
• Oversee system health: availability, performance, capacity, batch jobs, and interfaces, using SAP Solution Manager, Cloud ALM, Focused Run, or equivalent, and act on EarlyWatch Alert findings.
• Plan and coordinate changes and maintenance windows: support package stacks, kernel updates, HANA and OS patching, SAP security notes, and transport and release management, with minimal downtime.
• Manage capacity and lifecycle: track growth in HANA memory, disk, and CPU, SAP maintenance end dates, and OS and database compatibility, and flag risks early.
• Make sure HA/DR is ready: check backup and restore results, plan failover and DR tests, and follow up on findings.
• Support security and compliance in operations: security patching, certificate and licence renewals, access hardening, and audit evidence.
• Coordinate across SAP Basis, infrastructure, cloud, network, security, database, and application teams, as well as third-party vendors and SAP Support, including follow-up on SAP messages.
• Maintain operational documentation such as runbooks, handover notes, and knowledge articles, and support onboarding, transition, and handover into steady-state operations.
• Support technical planning for migrations and transformations that affect the operated landscape (see Good to Have).

Requirements

• 5–8 years of hands-on SAP Basis administration in production landscapes, including NetWeaver ABAP and Java, S/4HANA, ECC, BW, and PI/PO
• SAP HANA administration, including backup and recovery, HANA System Replication, patching, and performance analysis
• SAP day-to-day operations and maintenance, including kernel and support package updates, STMS/CTS transports, client administration, system copies and refreshes, job scheduling, spool, and RFC/interface connectivity
• SAP troubleshooting and performance analysis using tools such as ST03N, ST22, SM21, SM50/SM66, and DBACOCKPIT
• Understanding of Fiori and Gateway, Web Dispatcher, SAProuter, SSL certificates, SSO, and SAP security basics
• Monitoring and alerting, backup strategy, and HA/DR operations including replication, clustering, and failover testing
• Exposure to SAP landscapes on AWS, Azure, GCP, or managed hosting
• ITIL-based service management covering Incident, Problem, Change, and Service Level Management, with experience working to SLAs
• Customer-facing service governance, operational KPI reporting, and service reviews
• Technical incident and escalation leadership, cross-functional coordination, stakeholder management, and clear customer communication
• At least 3 years in a customer-facing technical service management, technical account management, or technical lead role in managed or enterprise operations

Project details

• Start: flexible
• Remote: remote
• Location: Indonesia, ID
• Languages: English